major Incident Manager

Major Incident Manager

Key Responsibilities

• P1 Incident Management

  : Take charge of and lead the resolution of

  P1 incidents and showstoppers at an enterprise level

  , ensuring rapid restoration of services and minimal impact.

• Process Analysis & Gap Identification

  : Deeply understand the client's IT landscape and the current processes for addressing major incidents.

  Identify gaps in existing processes

  and propose improvements.

• SOP Definition & Documentation

  :

  Define and document Standard Operating Procedures (SOPs)

  specifically for major incident handling.

• Communication Protocol

  :

  Setup and enforce robust communication protocols and follow-up mechanisms

  for major incidents, ensuring timely and clear updates to all stakeholders.

• Stakeholder Engagement

  : Engage actively with unit-level stakeholders to gather insights, manage expectations, and facilitate collaborative problem-solving.

• Reporting & Insights

  : Provide insightful updates and reports on ongoing major incident processes to higher management, detailing status, impact, and resolution strategies.

• Client Relationship Management

  : Exhibit

  strong client-facing and stakeholder management skills

  , acting as a primary point of contact during critical incidents.

• Process Improvement

  : Continuously evaluate and refine major incident management processes for efficiency and effectiveness.

Required Skills and Experience

• Must have prior experience handling

  P1 incidents and showstoppers at an enterprise level

  .
• Ability to understand client landscape and current processes for addressing major incidents.
• Proven ability to identify gaps in existing processes.
• Experience in defining and documenting SOPs.
• Ability to document processes to handle major incidents.
• Experience in setting up communication protocols and follow-up mechanisms for major incidents.
• Capability to provide insights into ongoing processes to higher management.

• Strong client-facing and stakeholder management skills.

• Willingness to work from the client location in Bangalore 5 days a week.
• Willingness to work in a C2H mode for at least 3-6 months.