ITSM

Job Title

ITSM MIM

Requirements and Skills

• Escalation point, responsible for call and notification management and first point of contact for service restoration
• To work in 24/7 operations and project support Major Incident Management activities.
• Adhere to the Responsibilities detailed in the Incident Process
• Investigate and diagnose Major Incident to restore failed Application or Service as quickly as possible.
• Document troubleshooting steps and service restoration details for accurate timeline. (Sequence of Event)
• Providing periodic major incident metrics reports as management Notification to top management during the bridge call with periodic intervals.

Job Responsibilities

• Forming collaborative action plans with specific actions, roles, deadlines, and ensuring these are completed. (Action Plans in place)
• Driving the Bridge call with end-to-end responsibilities till closure.
• Following the proper escalation matrix during and after the bridge calls.
• Accountable for the Major Incident Management process and maintains and improves the process as necessary to achieve the objectives of the business.
• Added advantage on having Knowledge in Service Now & MS List.