KEY SKILLS: MIM,IM,ITIL Process
EXP: 3- 5 Years
Location : Bangalore / Chennai/ Hyderabad/ Mumbai/ Pune/Noida
Job Description:
********* Major Incident Manager **********
• Act as focal point for all severity 1 and business impacting major incidents reported
• Responsible for planning and coordinating all the activities required to perform, monitor and report on major incident management process
• Managing the detection, recording updating, and/or closing of major incident record.
• Drive seamless major incident management process execution with appropriate inputs to involved resolver groups to accelerate ticket resolution
• Chair the major incident management (MIM) bridge with technical teams, resolver groups for quick resolution of incident as per agreed incident SLA’s
• Facilitate major incident communications with key business teams, stakeholders until closure
• Identify, initiate and facilitate incident review meetings as per agreed frequency and share data metrics with key stakeholders
• Develop and publish major incident reports with business stakeholders and groups as per agreed frequency
• Drive continuous improvement to ensure major incident management processes, procedure documents are documented as required.
• Should possess good understanding of ITIL® V3 service lifecycle modules
• Should have strong verbal, written communication and interpersonal skills
• Lead role while acting as a liaison with internal/external customers
• Strong IT service management skills
• Should have exposure to ITSM ticketing tools i.e ServiceNow, Cherwell, Symphony Summit etc.
• Good interpersonal, organization and customer services skills
• Experience in dealing with customers for major incident resolution
• Prior experience in IT service management roles, service operation processes
• Knowledge of ITIL® best practices
• Communication skills
• Client facing role and collaboration
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