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Lead Engineer - Service Management

0 years

0 Lacs

noida uttar pradesh india

Posted:1 week ago| Platform: Linkedin logo

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Skills Required

service management restoration leadership flow reports training itil analysis

Work Mode

On-site

Job Type

Full Time

Job Description

  • Facilitate the Major Incident Bridge by engaging all relevant Resolver Groups and maintaining 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.
  • Ensure timely updates and action plan are provided to customer.
  • Coordinating with the leadership teams for speedy resolution of the Major Incident
  • Ensuring the Major incident is resolved within the SLAs agreed with the Customer
  • Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs.
  • Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
  • Should work with technical teams to understand the process flow which will be helpful in terms of driving bridge calls.
  • Coordinating with the Leadership team to avoid reoccurrence of the major incidents.
  • Conducting a Major Incident 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 analyzed and root cause is identified (through coordinating with problem Management process)
  • 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.
  • 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.
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