Incident Manager

• Facilitate the Major Incident Bridge by engaging all relevant Resolver Groups and maintaining discussions till the Major incident is resolved
• Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.
• Coordinating with the respective SMEs for speedy resolution of the Major Incident
• Ensuring the Major incident is resolved within the SLAs agreed with the Customer
• Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs
• Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
• Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.
• Ensuring that all the resolution procedures are updated in the knowledge database / Work log
• Conducting a Major Incident review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future.
• Ensuring that the causes for all Major incidents are analyzed and root cause is identified (through coordinating with problem Management process)
• Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents
• Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.
• Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents

KEY SKILLS AND COMPETENCIES

• Experience in managing the IM and MIM processes along with Problem Management.
• Preferably ITIL Expert, or Min two ITIL Intermediate certified professional
• Strong analytical, communication, presentation and reporting skills
• Good leadership, people management and operational skills Should have exposure to ITIL practices.
• Good written & verbal communication skills
• Experience in helpdesk environment
• Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere