Lead Engineer - Service Management

As a Major Incident Manager at our company, your role will involve facilitating the Major Incident Bridge by engaging all relevant Resolver Groups and maintaining discussions until the Major incident is resolved. You will be responsible for informing key stakeholders on the status of the Major incident and confirming service restoration. Your duties will include ensuring timely updates and action plans are provided to customers, as well as coordinating with leadership teams for a speedy resolution of the Major Incident. It will be your responsibility to ensure that the Major incident is resolved within the SLAs agreed with the Customer. You will act as a Single Point of Contact (SPOC) for the Customer to provide status updates whenever a major incident occurs. In case the resolution time seems high, you should take preventive actions to minimize the service and business impact. Key responsibilities: - Work with technical teams to understand the process flow to drive bridge calls effectively. - Coordinate with the Leadership team to prevent the reoccurrence of major incidents. - Conduct Major Incident review meetings with relevant members to identify triggers, causes, and prevention strategies for future incidents. - Analyze the causes of all Major incidents and identify the root cause by coordinating with the Problem Management process. - Provide monthly reports on the overall status of the Major Incident Management Process. - Conduct training and knowledge sharing sessions across teams and for new joiners to prevent major incidents. - Collaborate with incident and change management teams to ensure a seamless flow of information and resolution. - Establish and maintain policies and procedures for effective problem management, adhering to ITIL/ITSM best practices. - Lead Root Cause Analysis (RCA) for major incidents and recurring issues to identify underlying causes. Qualifications required: - Bachelor's degree in a relevant field or equivalent work experience. - Certification in ITIL or ITSM is preferred. - Strong communication and interpersonal skills. - Ability to work under pressure and prioritize tasks effectively. - Analytical and problem-solving skills. - Experience in handling major incidents and coordinating with cross-functional teams. About the Company (if applicable): The company is committed to providing a supportive work environment where employees can grow and excel in their careers. We value teamwork, innovation, and continuous learning to deliver exceptional services to our customers.,