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Manager Major Incidents (Hyderabad)

6.00 to 11.00 Years   Hyderabad   27 Mar, 2020
RS Consultants
Job LocationHyderabad
EducationNot Mentioned
SalaryRs 10 - 20 Lakh/Yr
IndustryRecruitment Services
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

We are hiring a Manager - Major Incidents for a CMMI5 company in Hyderabad. Core Accountability

  • Lead all efforts to resolve major incidents in a timely and effective manner
  • Chair and coordinate all major incident bridges, ensuring the priority always remains with issue resolution , deferring diving into root cause analysis until the business impact has been resolved
  • Take responsibility for the performance of every individual deployed for major incident resolution, independently of their team of origin
  • Acquire and leverage a full understanding of Service Level Agreements and operating protocols applicable to Diligent, its clients and their support partners
  • Manage expectations and behaviors to ensure focus remains with resolving business impacts, avoid deflection of responsibility and finger pointing by all parties involved
  • Coordinate and support the delivery of timely, thorough and accurate Root Cause Analysis reports
  • Promote coordination and foster a strong team spirit across parties involved in incident resolution
  • Keep visibility of existing business impacts and resolution avenues being pursued throughout incidents
  • Capture and drive the application of incident-based lessons learned
  • Own, improve and maintain major incident procedures, including etiquette
  • Solid all-round technical knowledge, bridging applications and infrastructure
  • Flawless communication skills, both written and verbal
  • Communicate transparently and honestly with all stakeholders
  • Ability to manage client expectations based on a true assessment of the situation and circumstances
  • Superior ability to challenge technical experts and to ask the appropriate probing questions that may elicit resolution hypothesis
  • Ability to drive different lines of possible resolution concurrently
  • Strong ability to negotiate with stakeholders, internal and external, for quicker resolution times
Required Candidate profile Qualifications
  • Degree Qualified
  • Relevant experience in incident management leadership
  • Relevant experience leading support groups
Experience & Technical Competencies
  • Strong experience in support organisations / AMS / ITSM
  • Solid experience managing major incident resolution
  • Team building and leadership capabilities
  • Strong ability to influence clients and stakeholders
Languages
  • English (native level)
Behavioural & Leadership Competencies
  • Accepts Accountability
  • Strong communication skills
  • Influencing
  • Deals with Ambiguity
  • Action / Drive & Energy
  • Effective team leader
  • Strong customer / client focus and delivery skills
,

Keyskills :
root cause analysismanage client expectations root causeteam spirit client focusteam building service levelissue resolution

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