Incident Manager Incident Manager (Major Incident Management)

Role - Incident Manager (Major Incident Management)

Years of Experience - 4 to 6 years

Location - Chennai

• ITIL Incident Management and Major Incident Management
• Good-to-Have:
• ITIL Problem Management
• Responsibility
• Coordinate among various teams / groups / organization for resolution
• Open the communication channel at the time of crisis (Priority 1 orPriority 2)
• Determines appropriate stakeholders for communication updates
• Determines contents of the communication
• Provides Major Incident Report / data and presents it to the Customer Stakeholders
• Coordinates with Vendors MIM/SPOC on updates for Priority tickets pending for Vendor action
• Need to follow the Major Incident Management process (Opening bridge calls within agreed period, Involving the right resolver groups & Key participants).
• Good Communication and Stakeholder Management Skills
• Participating in Post-Incident Reviews, including addressing any actions that came from the post-Incident review, as required by the customer
• Escalating issues to the appropriate levels for resolution in accordance with escalation procedures approved by Customer
• Create Incident Management reports as per agreed period (Daily, Weekly, Monthly, Etc)
• Major Incident manager need to ensure that critical Incident is resolved within agreed time. If not escalation matrix is followed for further assistance, for faster resolution
• Providing periodic updates on status of Incident in accordance with the Incident Management process
• Reviews effectiveness and efficiency of the process.
• Creates and maintains process document.
• Ensures that the process is defined, documented, maintained and communicated at all levels within the organization and to vendors as appropriate.
• Establishes and communicates the process roles and responsibilities.
• Establishes and communicates the process, service levels, and process performance metrics.
• Provides adequate process training for the support team members.
• Establishes reasonable targets for process improvement.
• Monitors and reports the process performance.
• Identifies and communicates opportunities for process improvement.