George Bernard Looking for Incident & Problem Manager at Karnataka, India Full Time

Incident :

• Ensuring post-review of priority 1 incidents
• Chairing the incident and problem review meetings
• Creating, analyzing and distributing Incident reports
• Following defined escalation path when needed, as defined in the escalation policy
• Notifying the participants in the Incident Management process when standards and procedures are not being followed
• Rerouting misdirected incidents that have not been handled in a timely manner
• Responding to the Incident Analysts regarding escalation issues in a timely and appropriate fashion
• Identifying incidents which need special attention or escalation
• Responsible for evaluating the performance of the Incident process
• Managing major incidents

Major Incident :

• Leveraging technology to issue all communications and providing key stakeholder management
• Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
• Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
• Being accountable for resolving the outage via workaround or permanent fix
• Ensuring all administration and reports are maintained and up-to-date, including contacts information, post major incident reviews
• Supporting and nurturing process improvements and knowledge base improvements
• Continually maintaining and developing tools and resources to manage major incidents effectively
• Providing periodic major incident metrics reports

Problem Manager

• Track and communicate progress of problem(s) to relevant parties
• Review progress/results with client and/or (senior) management
• Maintain Known Error database
• Problem management reporting and metrics
• Drive the process the adherence during any Incident Handling
• Participate in the Incidents to ensure that all parties contribute to the resolution
• Coordinate between multiple support teams and with vendors to delivery incident resolution
• Validate the Incident Report for the appropriate update and ensure that the RCA is delivered as required
• Inform the respective owners on the open incidents
• Validate the impact on the incident and update customer on the further action
• Drive technical teams to complete root cause analysis (RCA) to include the identification of permanent corrective actions on IT infrastructure, applications and databases using proven problem analysis methods (Kepner Tregoe, Ishikawa/ Fishbone, Failure Mode and Effects Analysis [FMEA]).

Requirements

• For Senior Consultants – Incident, Major Incident Management and Problem Management 6 – 9 years of relevant industrial experience is needed.
• For Consultants – Incident, Major Incident Management, Problem Management 3 – 6 years of relevant industrial experience is needed.