Major Incident Manager

We are hiring for a "Major Incident Manager" Opportunity.

Please find attached a brief job description for the Major Incident Management position at the Navimumbai(Vashi) location.

Exp- 6+ Years

Notice Period- Immediate to 1 Month Official

Location- Vashi(Navimumbai) Hybrid Mode

Job Description:

About the Role:

The Role: Were looking for a highly motivated individual who will work as an Incident Commander to provide support over Major Incidents. The ideal candidate will need to work in rotational shift. They must possess excellent communication and coordination skills with both technical and non-technical individuals alike. The role is based in our Mumbai office. 3 to 8 years of Incident Management experience.

Skill Requirements:

3 to 8 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.

Advantageous

Good understanding of IT infrastructure in an Enterprise Environment

ITIL V3/V4 certified and Intermediate

Excellent listening and questioning skills, combined with the ability to interact confidently with users to establish what the problem is and explain the solution.