Incident Manager

2 weeks ago


Bengaluru Indore, India Tech Mahindra Full time ₹ 8,00,000 - ₹ 24,00,000 per year
  • Managing major incidents - Responsible for handling P1, P2, P3 and P4 Critical Incidents till closure and follow the Incident management process.
  • Responsible for overall coordination of the incident management process, in particular whenever there are major incidents, Potential Service impacting Incidents and Non service impacting Incidents.
  • Coordinating interfaces between incident management and other service management processes.
  • Driving the efficiency and effectiveness of the incident management process.
  • Monitoring the effectiveness of incident management and making recommendations for improvement.
  • Developing and maintaining the incident management process and procedures.
  • Drive and Follow IRC/ PIR calls and follow (Internal Review Committee) process.
  • Responsible to prepare the IRC/ PIR Slide deck.
  • Update IRC /RCA Follow up actions and follow up till closure.
  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
  • Excellent communication skills and flexible to perform assigned tasks.
  • Responsible for Effective Communication to the stakeholders.
  • Prepare and Publish Major incident review and coordinate effectively for RCA resolution with Problem management.
  • Work in conjunction with respective parties/vendors to drive the improvements and performance.

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