Senior Incident Response Professional

5 days ago


Noida, Uttar Pradesh, India beBeeOperational Full time

The Crisis Resolution Manager plays a pivotal role in ensuring timely incident resolution, minimizing business disruption. Key responsibilities include facilitating communication among teams and stakeholders, coordinating efforts to restore services within agreed SLAs, and conducting thorough analyses to identify root causes and areas for improvement.

Key Responsibilities:
  • Facilitate the Major Incident Bridge by engaging all relevant Resolver Groups and maintaining discussions until the incident is resolved
  • Inform key stakeholders on the incident status and provide updates upon service restoration
  • Coordinate with Subject Matter Experts (SMEs) to ensure speedy resolution
  • Ensure incident resolution within agreed SLAs
  • Act as Single Point of Contact (SPOC) for customers during major incidents
  • Take preventive measures to minimize service impact during prolonged resolution times
  • Conduct detailed analyses and prepare Major Incident Reports (MIRs)
  • Update knowledge databases and work logs with resolution procedures
  • Lead Major Incident review meetings to identify triggers and prevent future occurrences
  • Analyze causes and identify root causes through Problem Management coordination
  • Collaborate with process managers to prevent recurring incidents
Requirements:
  • Experience managing Incident Management (IM) and Major Incident Management (MIM) processes, including Problem Management
  • ITIL Expert certification or minimum two ITIL Intermediate certifications
  • Strong analytical, communication, presentation, and reporting skills
  • Leadership, people management, and operational skills with exposure to ITIL practices
  • Excellent written and verbal communication skills
  • Helpdesk experience
  • Motivated individual with a positive attitude, willingness to improve operational efficiency through innovation and process improvement

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