“220622 Professional 2 Application Delivery 4.2

2 weeks ago

Bengaluru, India DXC Technology Full time

Major Incident Management
- Participates as a member of the Operation Management Center (OMC) which manages Major Incident Management for DXC IT.
- As Major Incident Manager (MIM), Initiation of Major Incidents for priority one and priority two critical issues raised for Application, network, platform and sites with down, partial down, data content and data availability issues. Skillfully lead and drive the MI to achieve Business Continuity Recovery at the shortest possible time. Engage and coordinate with various support teams and ensure actions taken by them leads to finding the resolutions.
- Constantly track the progress by performing timely status reviews on the teams working on fixing the issues.
- Provide concise, meaningful and timely communication to all stakeholders and executive management at regular intervals.
- Perform ticket elevations to respective support teams for acting upon it. Follow-up until resolution achieved.
- MIM’s need to display leadership qualities of managing Multi-app and other critical Site and network outage issues.
- The MIM role carries high visibility hence the resource needs to possess holistic knowledge on various technologies and IT processes, have to be a logical and critical thinker, excellent communicator and focused person in getting the Major Incident to closure with the best resolutions.

Knowledge and Skills Required:

- Strong verbal and written communication skills is a must.
- Good Experience as Major Incident Manager role.
- Foundational knowledge and experience with Information Technology Infrastructure Library (ITIL) reference model.
- Exhibits a high level of initiative and integrity.
- Possess creative ability, coordination skills, leadership qualities, credibility and self-confidence.
- Demonstrated ability to work with geographically dispersed teams.
- Ability to lead and coordinate with multiple teams and external partner solution providers to meet Business needs and find quick resolutions.

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