Key Skills: Incident, ITIL, Incident Management, RCA, Operational KPIs

Roles and Responsibilities:

- Own and manage Major Incident and Problem Management processes in line with ITIL practices.
- Perform impact analysis and qualify Major Incidents; act as the Major Incident Manager for end-to-end coordination and communication.
- Lead the Major Incident Management (MIM) bridge and drive incidents toward the quickest possible resolution.
- Provide periodic updates to stakeholders during major incidents and ensure process governance and SLA compliance.
- Conduct Major Incident Reviews (MIR) and perform Root Cause Analysis (RCA), including 5 Whys, to drive problem management and prevention.

Skills Required:

- 4 - 8 years of relevant experience in Major Incident/Problem Management or IT Service Management.
- Strong understanding of ITIL-based incident and problem processes.
- Incident Management
- Incident management and Major Incident handling
- Root Cause Analysis (RCA) for Major Incident Reviews

Positive to Have:
- Operational KPIs

Education: Bachelor's Degree in related field

📌 Major Incident & Problem Manager (MIM) (Mumbai)
🏢 MyCareernet
📍 Mumbai