Primarily responsible for the end-to-end management of all IT major incidents. Ensure to restore the impacted service as quickly as possible to minimize the business impact through leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls along with the Major Incident Management team.
100%
PART 3
Qualification & Experience
University degree in Computer Science with comparable practical experience
Eg: B. Tech/ BE/ M.Sc./MCA / B.Sc
Approx. 7+ years of experience in IT operations and Major Incident Management Processes ( Mandatory ITIL V3/V4 Foundation certification and preferably ITIL Intermediate certifications )
PART 4
Skills/Specific Tasks/Activities performed (choose groups that apply to your role)
Describe tasks in a short sentence if required
Group
Task responsibility
mark S/T/O & % of time spend on task group
S - Done by Self
T - For the team O - For organization
Functional
- Demonstrates ability to analyze incident impact and take appropriate actions to mitigate or resolve the impact across multiple customer sites to enhance the availability and performance.
- Proven ability in maintaining and developing tools and resources to manage major incidents effectively
- Demonstrates ability to develop reusable solutions and workarounds that are innovative
- Ability to relate risks and challenges to operational priorities
- Maintains compliance with administrative, security, and documentation policies
Technical (e.g. Coding (Java), Testing (Unit))
- Good technical competencies resulting from previous working experience at expert level within an IT operational or support environment.
- Experience of Web Services and/Cloud Platform
- Knowledge in Server OS platforms
- Knowledge in Basic network technologies
- Microsoft Office knowledge (Word, Excel, Project, Powerpoint, )
- Basic knowledge about various software development methodologies, tools and databases
- Basic knowledge about business applications /services in multiple domains.
Roles/Responsibilities
- Drive Global Infrastructure technical response to major incidents, establishing command and control through the entire incident lifecycle
- Drive collaboration of multiple technology skill sets via technical bridges and use of WAR rooms
- Authoritatively and confidently guide Major or potential major incidents to resolution; to make decisions on under pressing circumstances, that may have production impacting implications
- Provide updates in line with the agreed communications processes
- Build and Develop relationships from both a customer and technical point of view, driving global interaction with stakeholders and partners
- Must be able to multitask in a stressful environment
- Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process
- Manage the operational support and oversee remediation activities with designated extended managed service providers
- Performs other work related duties as assigned
- Working knowledge of relevant technologies (e.g., Windows and Unix platforms, voice and data networks, LAN/WAN, security infrastructure, etc.)
- Helping to create business aligned support of the Incident Management process
- Experience with the ITSM ticketing tools such as Remedy/Service Now/HPSM for incident/ticket logging, updates & resolution.
Business / Client Engagement (e.g. Marketing, Consulting)
People Engagement (e.g. Hiring, Training etc.)
Administrative / Compliance (e.g. Documentation, Quality etc.)
- Excellent communication and presentation skills, specifically dealing with staff at all levels and other parts of the organization, and with external contacts.
- Excellent documentation skills with experience of creating support documentation for users and operations teams.
- Ability to work independently and take responsibility.
- Excellent approach to planning work, managing priorities and using own initiatives to overcome issues.
- Ability to cope in a technically complex and fast-changing environment.
- Must be a team player and able to work collaboratively with and through others.
