Major Incident Manager

Job Description

This role will report to the Major Incident Management Team Leader, Pune.The Command Control centre is part of Service Operations and Engineering function (SOE). Its main purpose is to ensure that IT services are aligned to and actively support business needs and processes. The Command Control centre is accountable for the adoption of best practices and standard processes, and for tracking service level performance and availability of core systems, applications and infrastructure.A key part of the Maersk Group success is the role played by our IT Operations function whose objective is to provide world class Operational service across the large and complex technology infrastructure. We now seek to recruit an experienced Major Incident Analyst s to join the Command Control centre. The purpose of this role will be to manage the Major Incident process, reporting & governance as well as the co-ordination and facilitation of priority incident resolution by engaging a variety of support teams & vendors.The role is demanding and requires a strong individual with proven experience in Major Incident handling on a 24 hour, 7 days a week shift rota.The key duties of the role are: Execution of Major Incident process tasks in adherence with global and local requirements. Apply standard Incident Management techniques to ensure disruptions to service stability and outage times are kept to a minimum. Coordinate with CIT(Critical Incident Team) to get the Priority template filled from the respective Application Managers/Fast Track Users/Business Users before getting the same validated by respective CCC Host technical conference calls for the Fault(F1/F2) incidents which are owned by respective MIA and document the key points discussed on the call. Follow up and coordinate with the technical teams and different vendors(IBM, OBS, TCS, Accenture) on Fault incidents during service restoration. Update the SharePoint for the fault incidents which are managed by respective MIA Prepare the DSR(Daily Service Review) Report with latest updates on live incidents along with the incidents resolved in last 24 hours. To Send SMS communication to stake holder and leadership. Manage P1/P2 incidents and document the Key points discussed during the bridge calls in the scenarios wherein MIM s are busy on other P1/P2 priority incidents. Management of Mailbox (Monitoring and Responding to emails/ Mailbox Clean-up/Archive) To prepare the MOD ROTA and will transfer/Cancel the MOD phone twice a day to the corresponding MOD, based on MOD calendar Check the CCC hotline voicemail and update to respective roles (MIM,SAM,DM) MIA will be responsible for creating CNE entries on SharePoint Work alongside other MIM Managers, Operations SMEs, Change, Problem & Config teams as required within the operational arena. Standardize work practices & processes, developing CSI & quality culture. Promote service excellence and work on an ITIL structure throughout the IT landscape. To have the ability to handle multiple tasks. Actively participate in the group chats and update the chat whenever required. MIA will hand over the outstanding activities and share feedback on live Major incidents to the next shift MIA Can work as part of a 24x7x365 rotational shift roster to include on/off weekends and nightsShow More We are looking forRequirements of Role Minimum of 6+ years of major incident management experience with significant expertise in large regional or global companies. 5+ years of overall experience within IT. Proven Service Management background, based on ITIL principles and practices (qualified ITIL v3.0 or V4.0 Foundation as a minimum). Knowledge of Service Management tools experience of working with Service Now would be an advantage. The Major Incident Analyst must have enterprise IT experience and a good working knowledge of the broad suite of IT technologies and technical environments. Strong interpersonal skills, including strong verbal, written communication skills and excellent listening skills are required. Problem-solving skills with an emphasis on resolution of complex technical incidents. Demonstrated ability to quickly understand complex systems. Ability to work on many tasks simultaneously in a high-pressure environment. Ability to interact with individuals on all organizational levels. Organized and disciplined in the working environment, ability to adapt to varying stakeholder s requirements. Understanding of the processes involved in international shipping and logistics would be an advantage.Business Skills: Communication and collaboration skills to articulate, rationalize and document items Ability to translate between technical language and business language Ability to understand complex business problems and needs Ability to find balance and compromises between opposing forces and opinions Diplomatic, with the ability to act in a complex business environment Ability to work independently with limited guidance and able to collaborate remotely with other team members across the globe. Show strong interpersonal skills, competence in the English language, excellent written and verbal communication skills required. Have strong analytical and problem-solving skills. Be enthusiastic and passionate about providing best in class customer service. Show proficiency in the application of most Microsoft products (MS Word, MS Excel, MS PowerPoint, MS Outlook).We are looking for an energetic person with an optimistic nature and good sense of humour, who is willing to be part of the Maersk Global Major Incident Management process. You are willing to learn and keep abreast of the latest in IT processes and systems, and it would be beneficial if you are already conversant with the current Maersk Line systems and processes.Key traits:Energetic, Focussed, Analytic, Strong Communicator and co-ordinator, business and customer focussed. Able to manage strong personalities whilst ensuring good customer relations.,

Keyskills :
it servicesit operationsservice levelproblem solvingenglish languageequipment supplyit infrastructureincident handlingservice management