Associate Director, Incident Management, Technology

3 days ago

Hyderabad, Telangana, India Sandoz Full time ₹ 15,00,000 - ₹ 20,00,000 per year

Major accountabilities:

  • Minimum experience of 12 years while working as Manager for last 6 years
  • Monitor, Manage and Control the entire life Cycle of the Incident at the Enterprise Level including Infrastructure and Application
  • Establish and operate Governance Framework for SLA Governance and Performance related with Incident Management
  • Develop Automated functions for Incident Management that is consumed for Faster Resolution by using tools like ServiceNow, Splunk based monitoring , Knowledge Management
  • Establish continuous efficiency of the Event Management and ensure pro-active prevention of the incidents
  • Be accountable for maintaining Compliance Posture for Incident Management
  • Interlock with stakeholders (internal and external) to continuously improve Service Availability and Performance. Ensure there are SIP running to demonstrate continuous improvement
  • Manage all the processes related with Services
  • Ensure the Major Incident Management Resolution is owned and resolved end to end
  • Be responsible for dashboards, reports proving an updated status
  • Ensure the Incident Management are resolved on timely basis and raise risk in case of any inherent issue making them unavailable / partially available
  • Ensure a proper artifact and records are maintained for incident resolution for the purpose of Root Cause Analysis and Problem Management
  • KPI based monitoring to ensure ageing of the incident is under control
  • Ensuring Customer Satisfaction with each incident resolution
  • Manage an updated contact information system for Support including external parties, application owners, business owners and internal teams
  • Should mentor for clear and effective communication for the Major Incident Management Team

Minimum Requirements:

Work Experience:

  • Significant IT experience in operations and system management.

  • In-depth experience in Service Management or Engineering of a global service portfolio in similar areas as above, across geographies and business areas.

  • Ideally ITIL Certified
  • Automation Tools for Dashboards, Reports
  • Knowledge of ITSM Tools and ticketing tools preferably Service Now
  • Working knowledge of KPI, Score cards
  • Experience of Contract Governance
  • Experience in reporting to technical and non-technical organizations
  • Experience in waste reduction through process improvement and automation

Skills:

  • Analytical Thinking.
  • Communication Skills.
  • Team Management and Leadership skils

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