JD for MIM -
Validate and confirm the actual priority of Incidents reported as critical/ high priority incidents in 24X7 setting rotational shift basis including weekends.
Chair outage incident conference calls/ group chats and drive critical incidents towards resolution.
Liaise with the Geography IT Team/ Service Owners to understand Business Context of Incidents and to confirm resolution.
Responsible for Management Notification/ Communication related to critical/ high priority incidents.
Co-ordinates with various Support Groups for resolution and follows Escalation Mechanisms.
Publish Post Incident Review Reports and review Critical Incidents with management and stakeholders.
Incident Manager Requirements & Skills
Solid analytical and problem-solving skills
ITIL Certified is highly preferred.
Excellent communication and interpersonal skills
Ability to work well under pressure and meet deadlines.
Robust organizational and time management skills
Experience with incident management processes and procedures
Experience leading and managing teams.
Technical knowledge and experience