Major Incident Manager

2 months ago

Hyderabad, India Cloud4C Services Full time
  • Experience - 4 - 8 Years
  • Domain - IT Infrastructure / Cloud Infrastructure
  • Location : Hyderabad ( Work From Office)

We are seeking an experienced Major Incident Management (MIM) Professional with a strong background in IT infrastructure and escalation management. The ideal candidate will have expertise in service assurance, ITIL processes, and effective stakeholder engagement. You will play a pivotal role in managing technical incidents, driving process improvements, and fostering a high-performance culture to ensure exceptional service delivery.

Key Responsibilities:

Incident Oversight:

  • Oversee and manage all Major Technical Incidents (MTIs) to ensure rapid resolution by coordinating cross-functional technical teams.
  • Lead investigations and collaborate with business areas to ensure senior stakeholders and end-users receive accurate and timely updates.

Incident Management Proficiency:

  • Demonstrated expertise in managing major incidents in a managed services and infrastructure environment .
  • Adept at structuring technical investigations and aligning teams toward prompt incident resolution.

Service Relationship Management:

  • Establish and maintain strong, productive relationships with IT outsourcing partners and other suppliers.
  • Ensure service performance is monitored and issues are resolved promptly in alignment with contractual obligations.

ITIL Process Leadership:

  • Serve as an ITIL expert to analyze and enhance existing processes, procedures, and methods.
  • Promote operational efficiency through standardization, process improvement, and simplification.
  • Balance the need for change with the potential impact on established processes.

Root Cause Analysis & Review:

  • Chair weekly review boards to discuss root causes, analyze trends, and prevent recurrence of outages.
  • Drive continuous service improvement initiatives.

Service Assurance & ITIL Expertise:

  • Extensive experience in a Service Assurance / Delivery environment, with a proven track record of implementing ITIL strategies and processes.
  • Deep understanding of ITIL v3/v4 service design, from requirements definition through new service transition.

Analytical and Problem-Solving Skills:

  • Strong analytical ability to address complex and logical problems effectively.
  • Capability to reconcile conflicting information to drive agreed outcomes.

Relationship Management:

  • Influential in managing stakeholder, colleague, and end-user relationships to deliver high-quality services.
  • Ability to navigate service challenges while maintaining alignment with business objectives.

Performance Focus:

  • Flexible and focused on meeting deadlines while maintaining high standards.
  • Experienced in driving service excellence and fostering a culture of accountability.

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