Minimum of 6 to 9+ years of experience in major Incident Management (MIM) role.
ITIL Basic/Intermediate Certificate (ITIL V3/ V4)
Co-ordinate and own the Major Incident bridge
Willing to work primarily in US shifts (CDT) & Weekends
Own concurrent documentation activities such as Major incident transcript, Business notifications, Leadership notifications, email communications and technical teams coordination
Drive service restoration and act as a single point of contact from a customer perspective for incidents
Perform audits and initiate service improvements with the objective of establishing incident management process within the limits of pre-defined corporate guidelines
Act as the Single Point of Contact for Problem Management process
Liaise with the Business and IT stakeholders (both internal and external) during Problem
Participate and provide updates on daily production support status calls and governance meetings
Periodically validate escalation mechanisms that are put in place
Ensure relevant notification methods are configured in the system to notify
Establish teleconference bridges (both technology and business hotlines) involve relevant stakeholders and chair the discussions to successful closure
Conduct Major Incident review meetings as required
Ensure incidents escalated to 3rd party vendors or customer retained organization is tracked to closure
Ensure the L1 application support teams, service desk personnel are trained on the tickets to be left shifted
Liaise with problem management teams for initiating RCA and permanent fixes
Actively participate in Change Advisory Board meetings and provide inputs for change impact analysis
Work closely (inputs for problem simulation)
with the Change and Release Management teams during emergency fixes
Participate and provide key inputs while invoking Business Continuity options during Major outages
Analyse the Known Error records (along with delivery teams) on a periodic basis to identify candidates for permanent fixes candidates that can resolved at Level 1 and enable Self Service options
Provide inputs to SLA/OLA rebase line exercise (pertinent to Incident Management)
Coordinate activities between multiple support groups to ensure adherence to Service Level Agreements through Operational Level Agreements
Service Tracking
Ensure process adherence across all delivery teams (covering the entire portfolio, account)
Ensure Incident, availability SLAs agreed are met consistently
Analyse metrics data to find service bottlenecks and provide inputs to the Service Improvement plan
Perform periodic productivity analysis to drive operational efficiencies
People Management
Have regular meetings with the project teams and address their issues, concerns
Manage the workload of the team
Manage and mentor the Change Management, delivery team
Continually assess skill level and provide intervention assistance for the team members
Provide inputs for learning plans
Maintain effective working relationship (Interpersonal) within and across teams
Contribution to Org Initiatives
Adhere to Organization policies and procedures
Share best practices, assets with the Organization and leverage Organization process assets for the benefit of the account
Customer Relationship Management
Participate in Customer round table discussions, floor visits and share project experience
Collaborate with the Customers Service Management team (if any) during Incident Management process definition and implementation
Knowledge Management
Participate and contribute in Academy training programs
Process Optimization and Audits
Participate and contribute in Process, Quality audits
Review and audit the incident management process (efficiency/effectiveness) using Metrics and KPIs and make recommendations for improvement
📌 Major Incident Lead or Manager -Hyderabad
🏢 Cloudxtreme
📍 Hyderabad
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.