Major Incident and Problem Manager Apex Group Ltd (India Branch)

5.0 - 9.0 years

0 Lacs

pune, maharashtra

On-site

As the Major Incident and Problem Manager, you will report directly to the Head of Service Management and be responsible for overseeing and driving the Major Incident Management and Problem Management processes. Your key responsibilities will include: - Managing Major and High priority incidents with authority and leadership to ensure quick resolution and a smooth transition to the Problem Management phase for root cause analysis. - Hosting technical recovery calls to coordinate teams, challenge for solutions, and meet SLAs. - Assessing impact and urgency of Major Incidents to set correct priorities and escalate within SLA targets. - Adopting a "User First" approach to communicate impact, update stakeholders, track events, and send timely communications during Major Incidents. - Ensuring compliance with incident management processes for effective resolution within SLA targets. - Driving governance around Major Incident management, from ticket handling to closure. - Collaborating with Service Delivery Managers to improve Major Incident and Problem Management processes. - Hosting Post Incident Review meetings to identify root causes and deliver remediation actions. - Escalating tickets to enhance end user experience as needed. - Facilitating problem resolution by coordinating between technical teams, stakeholders, and management. - Contributing strategically to reduce incidents and enhance system reliability. - Identifying trends needing problem management attention. - Logging, documenting, and prioritizing problems in the management system. - Conducting root cause analysis meetings and assigning tasks to teams for resolution. - Implementing measures to prevent future problems and sharing learnings across processes. - Monitoring problem management metrics and adhering to standards, policies, and regulatory requirements. - Handling additional tasks as necessary. Your role will be crucial in ensuring efficient incident and problem management, driving improvements, and maintaining system reliability for the organization.,

Posted 5 days ago

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