Major Incident Manager L1

RESPONSIBILITIES
•    Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs 
•    Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved
•    Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.
•    Coordinating with the respective SMEs for speedy resolution of the Major Incident
•    Ensuring the Major incident is resolved within the SLAs agreed with the Customer
•    Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
•    Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.
•    Ensuring that all the resolution procedures are updated in the knowledge database / Work log
•    Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future.
•    Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process)
•    Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents
•    Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.
•    Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents

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KEY SKILLS AND COMPETENCIES
•    8-10 years exp in driving the service operations. 
•    Min 8 year of experience in managing the IM and MIM processes
•    Preferably ITIL Expert, or Min two ITIL Intermediate certified professional
•    Strong analytical, communication, presentation and reporting skills
•    Good leadership, people management and operational skills
•    Should have exposure to ITIL practices.
•    Good written & verbal communication skills
•    Experience in helpdesk environment
•    Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere
•    Ability to work in shift and flexible schedule 
•    Ability to motivate staff 
•    Excellent team skills with ability to listen and contribute to discussions and meetings
•    Building & Maintaining Relationships 
•    End to end ownership for customer satisfaction through levels of support
•    Planning and organization & working well with Virtual Team 
•    Virtual Team Management Skills
•    Relationship Management for services and vendors interface