Major Incident Manager - L1

RESPONSIBILITIES As the single point of contact for the Customer, you will be responsible for providing status updates whenever a major incident occurs. You will lead the MI Bridge, engaging all relevant Resolver Groups and facilitating discussions until the major incident is successfully resolved. It will be your duty to inform key stakeholders about the incident's status and confirm service restoration. Additionally, you will coordinate with subject matter experts to ensure prompt resolution of major incidents within agreed SLAs. In case resolution time appears lengthy, you will take preventive actions to minimize service and business impact. After the incident is closed, you will conduct a thorough analysis and prepare the Major Incident Report (MIR). Updating all resolution procedures in the knowledge database/work log will also be part of your responsibilities. Furthermore, you will conduct review meetings with relevant members to identify triggers for major incidents, their causes, and preventive measures for future occurrences. You will work closely with problem management process to identify root causes of major incidents and coordinate with process managers as needed to prevent their reoccurrence. Providing monthly reports on the Major Incident Management Process status and delivering training sessions to teams and new joiners to prevent major incidents will also fall under your purview. KEY SKILLS AND COMPETENCIES With 8-10 years of experience in driving service operations and a minimum of 8 years managing IM and MIM processes, you will be well-equipped for this role. Ideally, you should be an ITIL Expert or hold a minimum of two ITIL Intermediate certifications. Strong analytical, communication, presentation, and reporting skills are essential, along with good leadership, people management, and operational capabilities. Exposure to ITIL practices, excellent written and verbal communication skills, and experience in a helpdesk environment are required. A highly motivated individual with a positive and proactive work attitude, you should be willing to drive operational efficiency through innovation, process improvement, and the adoption of best practices. Flexibility to work in shifts, motivate staff, work well in teams, and manage virtual teams are key attributes. Building and maintaining relationships, ensuring customer satisfaction, planning and organizing effectively, and managing relationships with services and vendors will be crucial to success in this role. Mandatory Skills: ITIL Problem Management Experience: 5-8 Years,