Major Incident Manager

Position Major Incident Manager

Experience 4+ Years

Company- Litmus information systems LLP

Client: Not Disclosed

https://www.litmusit.com/

Shift- Rotational shift

Location Navi Mumbai (Vashi)

Skill Requirements

• 4+ years of experience in Major Incident Management role. • Excellent English communication skills and should have experience in international technical processes. • Sound understanding and experience on IT Service Management - Incident, Problem, Change Management & Continual Service Improvements. • IT Major Incident Management experience required (Understanding enterprise level platforms) • Good understanding of monitoring tools such as NewRelic / VictorOps / Splunk / Control-M / Entuity • Understanding of Change Management process • Ability to facilitate conversations and collaboration with large groups of stake holders. • Ability to translate technical incidents into business terms • Good understanding of CMDB and ITIL best practices • Prioritizing and Multitasking on multiple requests at the same time

Responsibilities:

• Work on daily Major Incidents as an Incident Commander. • Classification of Incidents and according to priority and create incident tickets. • Quick creation of Incidents and set up communication channels for all affected stake holders. • Ensure all required stake holders have joined the incident bridge. • Escalate in time to the right stake holders. • Create an incident action plan and coordinate the same with stake holders. • Train team members on the incident action plan. • Making a step-by-step action plan and do the necessary follow up accordingly. • Identifying which team members are needed for the ongoing incident • Governance - Ensure SOPs are followed • Prioritizing tasks based on safety and company needs • Communicating the plan to team members • Keep teams calm and focused • Review Incident and have continuous improvement to have a better MTTA and MTTR. • Good understanding and experience of IT technologies-Network, Data Center, Cloud, End User Computing. Application Management practices. • Enthusiasm to learn new technologies, make new contacts and influence the way IT operates • Ability to build strong relationships with key stake holders. • Work towards continual process improvements to eliminate gaps. • Ability to think critically and understand the dependencies in connected systems. • Ability to work effectively and efficiently with minimal supervision. • Conducting Post incident reviews and weekly status reviews • Drives improvements within Incident Management process • Passion for solving operational and business problems. • Exposure to large enterprise monitoring in a multi-location environment. • Additionally, willing to manage Change Management processes in a 24x7 environment. • Willing to work in a 24x7 environment.

Kindly update your CV according to your knowledge on mention skills in JD and share ASAP on Sandhya.P@Litmusit.com