Description

Position: Consultant Incident, Major Incident Management, Problem Management

Position Overview:
As a part of Mercedes Benz SIAM (Service Integration and Management) Service Operations, will be responsible for all aspects of Major Incident, Incident Management and Problem Management processes.

Responsibilities:

- Participate in the Major Incident (MI) Bridge, drive Major Incident (MI) from start to end as MIM. Ensure MI is progressing towards the faster resolution with minimum business impact.
- Manage communication to the stakeholders during the MI. Creating an Executive Summary, compiling all the data captured throughout the MI.
- Ensure adherence to Post Incident Report within timelines and capturing observations from the Major Incident.
- Perform audit and quality checks for MI. Suggest process enhancement.
- Drive the efficiency and effectiveness of the Incident and Problem Management processes.
- Ensures effective communication and coordination of problem-solving efforts between various IT functions from service providers, SIAM teams and customers.
- Ensure all Incidents are correctly prioritized, categorized, routed, restored/resolved and closed as per the Process defined. Driving investigations to identify the root cause of Incidents/Problems, mitigating actions and service improvement initiatives (Including People, Process and Technology elements).
- Record and report on progress of the output for Post Incident Reviews and Root Cause analysis.
- Review incident,



major Incident & problem aging and work with resolver group members to ensure compliance with process guidelines. Bring in Service improvements and close the Gaps as per the Audits and Assessments
- Responsible for reviewing periodic metrics and take action where necessary to enforce process and standards to ensure continued process maturity.
- Produce the Process Performance Reports and extending the Support for Process audits and assessments.
- Monitor the effectiveness of the IT Service Management tool and ensure it is aligned to the process execution.
- Conducts workshops as required to identify, assess and address process deficiencies, ensure common understanding of process intention and operation, and ensure organization and individual associates understand and follow process guidelines.

Key Skills and Competencies

- Ability to interact with all levels of the stakeholders and IT provider organization
- Understanding, extensive experience in working with large scale IT Infrastructure, Data Center, Network operations. Skill to liaise and work with multiple teams, both internal and external to the IT and 3rd party service providers.
- Effective communication skills
- Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business issues
- ITIL Foundation Level Training or knowledge required, preferred ITIL SO intermediate certification

Internal

- Experience in Service Now platform
- 3- 6 years of experience in IT Service Management

📌 IPM (Bengaluru)
🏢 Zodiac HR
📍 Bengaluru