Job Description

Overview:


Do


### •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•

### •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•