Major Incident Manager Job Description

Do
RESPONSIBILITIES

- Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved
- Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.
- Coordinating with the respective SMEs for speedy resolution of the Major Incident
- Ensuring the Major incident is resolved within the SLAs agreed with the Customer.
- Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process)
- Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.
- Conducting the training / knowledge sharing sessions across the teams/new joiners.

KEY SKILLS AND COMPETENCIES

- 3-4 years exp in driving the service operations.
- Min 2 year of experience in managing the IM and MIM processes
- Preferably ITIL Foundation certified
- Solid analytical, communication,



presentation and reporting skills
- 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-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting 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 to discussions and meetings
- End to end ownership for customer satisfaction through levels of support
- Virtual Team Management Skills

Pay: From ₹500,000.00 per year

Benefits:

- Health insurance
- Provident Fund

Work Location: In person

📌 Major Incident Manager (Jogeshwari West)
🏢 SVN Systec India
📍 Jogeshwari West