Level
: M - 1Location
: Pan IndiaWork Model
: Hybrid Model with 3 days WFONotice Period : Immediate Joiner or Less than 45 daysØ Minimum of 9+ years of experience in major Incident Management (MIM) role.Ø ITIL Basic/Intermediate Certificate (ITIL V3/ V4)Ø Co-ordinate and own the Major Incident bridgeØ Willing to work primarily in US shifts (CDT) & WeekendsØ Own concurrent documentation activities such as Major incident transcript, Business notifications, Leadership notifications, email communications and technical teams coordinationØ Drive service restoration and act as a single point of contact from a customer perspective for incidentsØ Perform audits and initiate service improvements with the objective of establishing incident management process within the limits of pre-defined corporate guidelinesØ Act as the Single Point of Contact for Problem Management processØ Liaise with the Business and IT stakeholders (both internal and external) during ProblemØ Participate and provide updates on daily production support status calls and governance meetingsØ Periodically validate escalation mechanisms that are put in placeØ Ensure relevant notification methods are configured in the system to notifyØ Establish teleconference bridges (both technology and business hotlines) involve relevant stakeholders and chair the discussions to successful closureØ Conduct Major Incident review meetings as requiredØ Ensure incidents escalated to 3rd party vendors or customer retained organization is tracked to closureØ Ensure the L1 application support teams, service desk personnel are trained on the tickets to be left shiftedØ Liaise with problem management teams for initiating RCA and permanent fixesØ Actively participate in Change Advisory Board meetings and provide inputs for change impact analysisØ Work closely (inputs for problem simulation) with the Change and Release Management teams during emergency fixesØ Participate and provide key inputs while invoking Business Continuity options during Major outagesØ Analyse the Known Error records (along with delivery teams) on a periodic basis to identify candidates for permanent fixes candidates that can resolved at Level 1 and enable Self Service optionsØ Provide inputs to SLA/OLA rebase line exercise (pertinent to Incident Management)Ø Coordinate activities between multiple support groups to ensure adherence to Service Level Agreements through Operational Level AgreementsØ Service TrackingØ Ensure process adherence across all delivery teams (covering the entire portfolio, account)Ø Ensure Incident, availability SLAs agreed are met consistentlyØ Analyse metrics data to find service bottlenecks and provide inputs to the Service Improvement planØ Perform periodic productivity analysis to drive operational efficienciesØ People ManagementØ Have regular meetings with the project teams and address their issues, concernsØ Manage the workload of the teamØ Manage and mentor the Change Management, delivery teamØ Continually assess skill level and provide intervention assistance for the team membersØ Provide inputs for learning plansØ Maintain effective working relationship (Interpersonal) within and across teamsØ Contribution to Org InitiativesØ Adhere to Organization policies and proceduresØ Share best practices, assets with the Organization and leverage Organization process assets for the benefit of the accountØ Customer Relationship ManagementØ Participate in Customer round table discussions, floor visits and share project experienceØ Collaborate with the Customers Service Management team (if any) during Incident Management process definition and implementationØ Knowledge ManagementØ Participate and contribute in Academy training programsØ Process Optimization and AuditsØ Participate and contribute in Process, Quality auditsØ Review and audit the incident management process (efficiency/effectiveness) using Metrics and KPIs and make recommendations for improvement
