Responsibilities
* Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs
* Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved
* Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.
* Coordinating with the respective SMEs for speedy resolution of the Major Incident
* Ensuring the Major incident is resolved within the SLAs agreed with the Customer
* Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
* Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.
* Ensuring that all the resolution procedures are updated in the knowledge database / Work log
* Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future.
* Ensuring that the causes for all Major incidents are analyzed and root cause is identified (through coordinating with problem Management process)
* Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents
* Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.
* Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents
Key Skills And Competencies
* 8-10 years exp in driving the service operations
* Min 8 year of experience in managing the IM and MIM processes
* Preferably ITIL Expert, or Min two ITIL Intermediate certified professional
* Strong analytical, communication, presentation and reporting skills
* Good leadership, people management and operational skills
* Exposure to ITIL practices
* Good written & verbal communication skills
* Experience in helpdesk environment
* Highly motivated individual, with a positive & pro‐active attitude to work, and willingness to make changes to improve operational efficiency through innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere
* Ability to work in shift and flexible schedule
* Ability to motivate staff
* Excellent team skills with ability to listen and contribute to discussions and meetings
* Building & Maintaining Relationships
* End to end ownership for customer satisfaction through levels of support
* Planning and organization & working well with Virtual Team
* Virtual Team Management Skills
* Relationship Management for services and vendors interface
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