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Major Incident Manager

Major Incident Manager

Cognizant

6 - 10 years

0 Lacs

chennai tamil nadu

Posted:17 hours ago| Platform: Shine logo

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Skills Required

it service management leadership communication itil framework analytical mindset incident management tools

Work Mode

On-site

Job Type

Full Time

Job Description

In your role as a Major Incident Management Lead at Gilead in Chennai, you will oversee and coordinate the response to critical incidents within the organization. Your leadership qualities and understanding of IT service management principles will be crucial in effectively managing major incidents to minimize business impact. Responsibilities: - Promptly identify, assess, and manage critical incidents that disrupt business operations or services. - Develop and maintain a comprehensive Major Incident Management process, including escalation procedures, communication protocols, and post-incident reviews. - Establish and maintain relationships with key stakeholders to ensure effective coordination and communication during major incidents. - Drive continuous improvement initiatives to enhance the efficiency and effectiveness of the Major Incident Management process. - Provide guidance and mentorship to team members, fostering a culture of collaboration, accountability, and continuous learning. - Conduct regular training exercises and simulations to prepare teams for responding to major incidents effectively. - Act as a point of escalation for complex or high-impact incidents, ensuring timely resolution and minimal disruption to business operations. - Collaborate with other ITSM functions to identify and address underlying issues contributing to recurring incidents. - Stay updated on industry trends, best practices, and emerging technologies related to incident management and IT service delivery. Qualifications: - 6+ years of experience in IT service management, focusing on major incident management. - Strong understanding of the ITIL framework and its application in managing major incidents. - Proven leadership experience, including the ability to lead and motivate teams in high-pressure situations. - Excellent communication skills to convey technical information to non-technical stakeholders. - Analytical mindset for analyzing incident data, identifying trends, and driving improvements. - Experience with incident management tools and systems like ServiceNow, Remedy. - Relevant certifications such as ITIL Foundation, ITIL Practitioner, or ITIL Expert would be beneficial. - Ability to thrive in a fast-paced environment, manage multiple priorities simultaneously, and exhibit strong problem-solving skills while remaining calm and focused during crisis situations.,

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Major Incident Manager