Designation: Major Incident Manager

Years of Experience: Min 10 to 15 Years

Location: Mumbai / Navi Mumbai

Job Description:

- Min 10-15 yrs of experience in MIM
- Proven experience as Team Lead
- Secondary skill in Problem management
- Sound knowledge of other ITSM processes i.e. Change, SLM, CMDB
- Managing lifecycle of Critical and High severity incident
- Initial impact analysis from process perspective
- Initiating call tree / war room
- Regular update to stakeholders on incident recovery
- Involve relevant resolver teams / escalations
- Manager and drive recovery calls
- Ensure incident chronology is recorded and maintained
- Prepare Post Mortem report
- Post facto change regularization
- Various reporting
- Audit handling
- Downtime tracker (single source of DT) maintenance
- DT reporting (planned / unplanned)
- ITIL Foundation trained
- Identify triggers for Problem Management (PM)
- Problem Ticket creation and managing its lifecycle
- Problem Review Board (PRB)
- Corrective & Preventive action tracking and follow-up
- SLA management
- Weekly Problem Review Board
- Trend and Analysis of Incidents
- Focus on Proactive PM
- 6 days a week (24*7 team)

📌 Major Incident Manager (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai