PRIMARY DUTIES AND RESPONSIBILITIES

- Operational coordination and response to Major Incidents during the shift, ensuring ownership, quality process adherence and Mean Time to Recovery focused responses.
- Lead high-priority major incident service restoration and provide operational support.
- Engage with domain SMEs, CREs to identify appropriate paths to limit/mitigate business impact and further restore service as quick as possible. Escalate and engage as appropriate to ensure focused and fast passed service restoration
- Clearly communicate progress in appropriate format and business aligned, non-technical language.
- Work outage tickets for production-affecting issues alongside other TP IT teams.
- Staff the Major Incident Management hotline queue for inbound related to outages.
- Monitor the teams email inbox and Service Desk queue to provide prompt responses.
- Communicate regarding technical and procedural outages between company employees and clients at all levels, using ticketing, email, instant messaging, phone and in-person media.
- Robust problem solving, analytical, and time management skills.
- Understanding of enterprise infrastructure including servers, networks, storages, databases etc.
- Performs other related duties and assignments as required and as assigned by Supervisor, Lead, or Manager
- Thrive as a team player in a fast-paced, high-energy, change-oriented environment.




- Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc. and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately
- Identify opportunities for efficiency and development in both the team and individual.

QUALIFICATIONS AND REQUIREMENTS

- College degree or technical training.
- Incident Management experience of 24 months + preferred.
- Proficient with Microsoft Office / Google Workspace tools
- Should have both an interest in the IT industry and technical aptitude.
- Must have excellent verbal and written English skills.
- Must have excellent customer service skills.
- Must have the ability to multi-task and prioritize.
- Must be able to perform duties with minimal supervision.

- Must be willing to work in rotational shifts (including night shifts).
- Must produce a high quantity of quality work with very few errors and mistakes.
- Must demonstrate reliability, initiative, and creativity.
- Must possess mature and sound judgment.
- Must demonstrate excellent teamwork and cooperation, including willingness to accept schedule changes due to changing business requirements.
- ITIL certification will be added advantage

📌 Major Incident Manager (Haryana)
🏢 TP
📍 Haryana