JD
ESSENTIAL RESPONSIBILITIES

1)Drive the Major incident in the effective way and control the ongoing issue with proper plan &Timelines.
2)Experience in running the Major Incident across all Vendors
3)Excellent Communication skills
4)Proven experience as Major Incident Manager & should have ITIL exposure.
5)Proven experience in handling the Bridge calls.
6)Sound working knowledge on ITIL and infrastructure support processes.

Broad technical knowledge with a general understanding of infrastructure, networking, application platforms, databases, and client platforms etc.

EDUCATION
Required
Any Bachelor\'s Degree

Preferred
Any Master\'s Degree/PG

EXPERIENCE
Required

1)Expected 4 to 6 years of experience as a Major Incident Manager.
2)Monitoring regular Incident /Problem measurements
3)Overall, Owner of the Handle Incidents Process and responsible for RCA as per the contract
4)Managing Critical situations, Major Incidents and high severity incidents, drives their resolution from the beginning to the end
5)Driving and monitoring the efficiency and effectiveness of the Incident Management process and making recommendations for improvement
6)Ensuring all the application teams are following the ITSM process during the incident resolution
7)Supporting and nurturing KB improvements and process improvements
8)Being accountable for the outages by providing workaround or permanent fix

Accountability for the integrity and validity of the documented incident and request fulfillment process

LICENSES AND CERTIFICATIONS
Preferred
ITIL V3 or V4 fundamental certification
SKILLS
Written & Oral Presentation Skills
Microsoft Excel
Problem-Solving
Analytical Skills
Business Process Improvement
Leadership
Oral & Written Communication Skills
About Virtusa Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 30,000 people globally that cares about your growth \xe2\x80\x94 one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us. Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence. Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.