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Recruit for Major Incident Manager

8.00 to 10.00 Years   Hyderabad   04 Jun, 2022
Wipro Limited
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    Do RESPONSIBILITIES Acting as a SPOC for the Customer to provide the status updatewhenever a major incident occurs Driving the MI Bridge through involving all relevant ResolverGroups and continue the discussions till the Major incident is resolved Informing the key stakeholders on the status of the Majorincident and after getting the confirmed service restoration. Coordinating with the respective SMEs for speedy resolution ofthe Major Incident Ensuring the Major incident is resolved within the SLAs agreedwith the Customer Taking all the preventive actions to minimize the service andbusiness impact in case resolution time seems to be high. Conducting a thorough analysis and preparing the Major IncidentReport (MIR) for every Major Incident after it is closed. Ensuring that all the resolution procedures are updated in theknowledge database / Work log Conducting a review meeting with relevant members to identifythe triggers for the Major Incidents, what caused them, and how toprevent such Incidents happening in future. Ensuring that the causes for all Major incidents are analysesand root cause is identified (through coordinating with problemManagement process) Coordinating with the process managers (capacity manager,Availability manager, IT Service continuity manager, etc.) on need basisto avoid reoccurring of the major incidents Providing the periodical (monthly) reports on the overall statusof the Major Incident Management Process. Conducting the training / knowledge sharing sessions across theteams/new joiners to avoid occurring of the major incidents KEY SKILLS AND COMPETENCIES 8-10 years exp in driving the service operations. Min 8 year of experience in managing the IM and MIM processes Preferably ITIL Expert, or Min two ITIL Intermediate certifiedprofessional Strong analytical, communication, presentation and reportingskills 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-activeattitude to work, and willingness to make changes to improve operationalefficiency through, innovation, process and procedure, and adopting andadapting ideas and practices from elsewhere Ability to work in shift and flexible schedule Ability to motivate staff Excellent team skills with ability to listen and contribute todiscussions and meetings Building & Maintaining Relationships End to end ownership for customer satisfaction through levels ofsupport Planning and organization & working well with Virtual Team Virtual Team Management Skills Relationship Management for services and vendors interface,

Keyskills :
incident managementproblem managementslacustomer relationsdrivingteam management skillsmajor incident management

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