Major Incident Manager - L1

Job Description

Role Overview:You will be responsible for managing major incident and problem management processes to ensure smooth service operations. With your expertise, you will drive the service operations and help in resolving complex digital transformation needs for clients. Your analytical, communication, and leadership skills will be crucial in maintaining high levels of customer satisfaction through support. You will have the opportunity to work in a dynamic environment and contribute to the constant evolution of the business and industry.Key Responsibilities:- Drive service operations with 8-10 years of experience in managing major incident and problem management processes- Possess a minimum of 8 years of experience in ITIL practices, preferably ITIL Expert or a minimum of two ITIL Intermediate certified professionals- Demonstrate strong analytical, communication, presentation, and reporting skills- Exhibit good leadership, people management, and operational skills- Ensure end-to-end ownership for customer satisfaction through support levels- Plan and organize work effectively, collaborating well with virtual teams- Manage relationships with services and vendors interface- Motivate staff and foster excellent team skills- Adapt and innovate operational processes to enhance efficiency- Maintain flexibility to work in shifts and adhere to a flexible scheduleQualifications Required:- Bachelors degree in a relevant field- 8-10 years of experience in driving service operations- Minimum 8 years of experience in managing major incident and problem management processes- ITIL Incident Management certification with 5-8 years of experience- Excellent written and verbal communication skills- Experience in a helpdesk environment- Highly motivated individual with a proactive attitude towards work- Ability to build and maintain relationships effectively- Virtual team management skills- Ability to adopt and adapt ideas and practices from diverse sourcesPlease note that the additional details of the company were not provided in the job description. Role Overview:You will be responsible for managing major incident and problem management processes to ensure smooth service operations. With your expertise, you will drive the service operations and help in resolving complex digital transformation needs for clients. Your analytical, communication, and leadership skills will be crucial in maintaining high levels of customer satisfaction through support. You will have the opportunity to work in a dynamic environment and contribute to the constant evolution of the business and industry.Key Responsibilities:- Drive service operations with 8-10 years of experience in managing major incident and problem management processes- Possess a minimum of 8 years of experience in ITIL practices, preferably ITIL Expert or a minimum of two ITIL Intermediate certified professionals- Demonstrate strong analytical, communication, presentation, and reporting skills- Exhibit good leadership, people management, and operational skills- Ensure end-to-end ownership for customer satisfaction through support levels- Plan and organize work effectively, collaborating well with virtual teams- Manage relationships with services and vendors interface- Motivate staff and foster excellent team skills- Adapt and innovate operational processes to enhance efficiency- Maintain flexibility to work in shifts and adhere to a flexible scheduleQualifications Required:- Bachelors degree in a relevant field- 8-10 years of experience in driving service operations- Minimum 8 years of experience in managing major incident and problem management processes- ITIL Incident Management certification with 5-8 years of experience- Excellent written and verbal communication skills- Experience in a helpdesk environment- Highly motivated individual with a proactive attitude towards work- Ability to build and maintain relationships effectively- Virtual team management skills- Ability to adopt and adapt ideas and practices from diverse sourcesPlease note that the additional details of the company were not provided in the job description.

Keyskills :
ITIL Incident Mgmt