Customer Excellence

**Injazat, a G42 company**, empowers organizations to optimize their business goals utilizing cloud and emerging technology solutions (Digital Transformation, Cloud, and Cyber Security.), by co-creating transformational digital platforms and services through public-private partnerships (PPP). Partners include Oracle, Microsoft, ServiceNow, etc.

Injazat is a **National Technology Champion**, offering end-to-end digital solutions through partnerships with our clients to build digital businesses focused on great experience and outcomes. From Abu Dhabi, Injazat orchestrates a wide ecosystem that brings technical design, human design, and business design together to create digital solutions and businesses that advance communities and delight those living in them. Injazat is **an industry-recognized market leader** in the region for Digital Transformation, Cloud, and Cyber Security.

**Focus**: MIM, Major Incident, War Room, Problem Management, P1 & P2, Escalation Management, Incident Management, CMDB, Configuration Items, CI, Configuration Library, Asset Management, License Management

**Location**: Chennai, India

**Essential Functions & Responsibilities**
- Responsible for fully validating the situation, the impact, assigning the relevant urgency of all incidents and executing the correct level Incident Management process with a sense of

urgency.
- Accountable as single source of status information, delivering clear, timely and accurate business and technical style communications, across the organization including Technology and

business stakeholders.
- Confidently lead the recovery of high profile, major and crisis technology incidents within vast, complex environments. Focusing fully on the restoration of service and minimum disruption

using various methodologies and management techniques.
- Take responsibility in the governance of the Incident and Problem Management end to end process with cross Technology teams and external vendors, ensuring all KPI's are met and a

high standard of management and reporting are consistently achieved.
- Lead and facilitate Post-mortem and RCA tasks for high-priority incidents.
- Act as the Single Point of Contact for Major Incident Management process
- Liaise with the Business and IT stakeholders (both internal and external) during Major Incident Management Process
- Ensure escalation methods are defined and followed consistently within the Delivery team
- Periodically validate escalation mechanisms that are put in place
- Ensure relevant notification methods are configured in the system to notify
- Users
- Level 2 teams in case of functional escalation
- Management in case of hierarchical escalation
- In case of Major incidents, establish teleconference bridges, involve relevant stakeholders and chair the discussions to successful closure
- Conduct Major Incident review meetings as required
- Ensure incidents escalated to 3rd party vendors or customer retained organization is tracked to closure
- Liaise with problem management teams for initiating RCA and permanent fixes
- Work closely (inputs for problem simulation) with the Change and Release Management teams during emergency fixes
- Participate and provide key inputs while invoking Business Continuity options during Major outages
- Coordinate activities between multiple support groups to ensure adherence to Service Level Agreements through Operational Level Agreements
- Analyze metrics data to find service bottlenecks and provide inputs to the Service Improvement plan

**Minimum Qualifications**
- Bachelor's Degree in technology
- ITIL Expert (v3) or similar frameworks

**Minimum Experience**
- 15-18 years' experience in information technology, service transitioning and customer onboarding
- Bachelor's Degree in Computer Science, Technology, or a related field of study preferred.

etc.)