MAJOR INCIDENT MANAGER(CONTRACT)

Job Description

Role Overview:You will be responsible for acting as a Single Point of Contact (SPOC) for the Customer to provide status updates when a major incident occurs. You will drive the Major Incident Bridge by involving all relevant Resolver Groups until the incident is resolved. Additionally, you will inform key stakeholders about the incident status and coordinate with Subject Matter Experts (SMEs) for speedy resolution while ensuring that incidents are resolved within agreed upon Service Level Agreements (SLAs). Furthermore, you will take preventive actions to minimize service and business impact, conduct thorough analysis, prepare Major Incident Reports (MIR), update resolution procedures in the knowledge database, and coordinate with process managers to avoid recurring incidents. Your role will also involve providing periodical reports on the overall status of the Major Incident Management Process and conducting training sessions to prevent major incidents.Key Responsibilities:- Act as SPOC for the Customer during major incidents- Drive the Major Incident Bridge involving relevant Resolver Groups- Coordinate with SMEs for speedy resolution- Ensure incidents are resolved within agreed SLAs- Take preventive actions to minimize impact- Analyze incidents and prepare Major Incident Reports- Update resolution procedures in the knowledge database- Conduct review meetings to identify triggers and prevent future incidents- Analyze root causes and coordinate with problem Management process- Provide periodical reports on the status of Major Incident Management Process- Conduct training and knowledge sharing sessions to prevent major incidentsQualifications Required:- 8-10 years of experience in driving service operations- Minimum 8 years of experience in managing Incident Management (IM) and Major Incident Management (MIM) processes- Preferably ITIL Expert or minimum two ITIL Intermediate certified qualified- Strong analytical, communication, presentation, and reporting skills- Good leadership, people management, and operational skills- Exposure to ITIL practices- Good written and verbal communication skills- Experience in a helpdesk environment- Ability to work in shifts and flexible schedules- Ability to motivate staff- Excellent team skills and relationship management capabilities- End-to-end ownership for customer satisfaction through support levels- Planning, organization, and working well with Virtual Teams- Virtual Team Management Skills- Relationship Management for services and vendors interface Role Overview:You will be responsible for acting as a Single Point of Contact (SPOC) for the Customer to provide status updates when a major incident occurs. You will drive the Major Incident Bridge by involving all relevant Resolver Groups until the incident is resolved. Additionally, you will inform key stakeholders about the incident status and coordinate with Subject Matter Experts (SMEs) for speedy resolution while ensuring that incidents are resolved within agreed upon Service Level Agreements (SLAs). Furthermore, you will take preventive actions to minimize service and business impact, conduct thorough analysis, prepare Major Incident Reports (MIR), update resolution procedures in the knowledge database, and coordinate with process managers to avoid recurring incidents. Your role will also involve providing periodical reports on the overall status of the Major Incident Management Process and conducting training sessions to prevent major incidents.Key Responsibilities:- Act as SPOC for the Customer during major incidents- Drive the Major Incident Bridge involving relevant Resolver Groups- Coordinate with SMEs for speedy resolution- Ensure incidents are resolved within agreed SLAs- Take preventive actions to minimize impact- Analyze incidents and prepare Major Incident Reports- Update resolution procedures in the knowledge database- Conduct review meetings to identify triggers and prevent future incidents- Analyze root causes and coordinate with problem Management process- Provide periodical reports on the status of Major Incident Management Process- Conduct training and knowledge sharing sessions to prevent major incidentsQualifications Required:- 8-10 years of experience in driving service operations- Minimum 8 years of experience in managing Incident Management (IM) and Major Incident Management (MIM) processes- Preferably ITIL Expert or minimum two ITIL Intermediate certified qualified- Strong analytical, communication, presentation, and reporting skills- Good leadership, people management, and operational skills- Exposure to ITIL practices- Good written and verbal communication skills- Experience in a helpdesk environment- Ability to work in shifts and flexible schedules- Ability to motivate staff- Excellent team skills and relationship management capabilities- End-to-end ownership for customer satisfaction through support levels- Planning, organization

Keyskills :
ITIL Incident Mgmt