Lead Engineer- Major Incident Management(MIM)
7 months ago
Country:
IndiaLocation:
Building No 12D, Floor 5, Raheja Mindspace, Cyberabad, Madhapur, Hyderabad - 500081, Telangana, India
Title : Service management - (MIM) Major Incident Management Lead
Location : Hyderabad/Bangalore
Build a Career with Confidence:
Carrier Global Corporation, global leader in intelligent climate and energy solutions committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.
About the Role:
Carrier is seeking an experienced and motivated individual to join the Corporate IT staff to create, implement, and support key elements of our Service Excellence strategy.
This position will be responsible for our incident management program leveraging our Service Now instance. This role assumes a high degree of knowledge in the ServiceNow platform and extensive knowledge of Incident Management processes and procedures.
This role is also responsible for participating in the introduction of new and innovative technologies to help the Carrier businesses increase employee productivity and engagement, and increase integration with backend business processes.
Key Responsibilities:
Manage and lead the end-to-end Major Incident Management service
Participate on all projects that impact Incident Management
Define Major Incident Management processes and procedures and ensure effective implementation and governance
Define and manage KPI’s through process compliance, dashboards and vendor engagement
Monitor critical and high priority incidents to ensure the Service Level Agreements are met
Help manage all interfaces that impact Incident Management
Effective and timely communication for all major incidents
Strong verbal and written communication skills are a requirement for this role.
Major Incident Manager will be expected to facilitate with people across multiple teams, engage and interact with leadership at various levels and should be skilled in dealing with conflict, helping influence and drive people towards a goal or action.
Provide training and technical support on the incident management process for users with varying levels of IT knowledge.
Analyze incident records to determine any trends and provide analysis of incident data and communication of that to technical groups and business stakeholders.
Implement escalation procedures when necessary to ensure swift resolution of major incidents and engage senior management as needed.
Maintain documentation of major incidents, including timelines, actions taken, resolutions, and lessons learned for future reference and continuous improvement.
Conduct post-incident reviews to analyse the root cause, identify areas for improvement, and implement preventive measures to avoid similar incidents in the future.
Coordinate with partners and external partners as needed to resolve major incidents that may involve third-party services or systems.
Education / Certification :
Bachelor’s Degree in Computer Science, Management of Information Systems, or related business discipline(s). Master’s Degree a plus.
Basic Requirement:
8 - 11 years of major incident management experience in IT
Strong understanding of Incident Management methodologies and best practices (ITIL) as well as experience developing and enhancing complex processes.
Ability to organize and prioritize workflow and to meet established time frames and deadlines. Self-motivated and proactive individual.
Strong organizational, interpersonal, analytical, communication and technical skills are essential.
Ability to build and maintain customer relationships, be a team player, meet deadlines and adjust to changing priorities.
Individual must be highly motivated, results-oriented with keen attention to detail and able to work in fast-paced environment
Benefits :
We are committed to offering competitive benefits programs for all of our employees, and enhancing our programs when necessary.
Have peace of mind and body with our health insurance
Make yourself a priority with flexible schedules and leave Policy.
Drive forward your career through professional development opportunities Achieve your personal goals with our Employee Assistance Program.
Our commitment to you :
Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is .
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