Major Incident Manager

Job Description:

This role manages Severity or Major Incidents that are impacting the client on production or financial environment. The Major Incident Manager (MIM) is expected to manage and take the leadership/Ownership of the incident and coordinate all the action plans, ETAs, follow-ups required to accelerate the recovery process and mitigate the Business impact to the client. The Major Incident manager will also document all actions and progress made and is responsible for the interaction/proper communication with Technical Stakeholders, Management and/or Senior management during crisis situations to ensure a high level of customer satisfaction. MIM will be engaged in problem resolution of complex problems relating to Cloud Platform dev-ops issues, product or service installation, hardware or software issues, operations, performance, or other aspects of information technology products and services related to the multiple customer's environment.

Main responsibilities:

Coordination and management of Major Incident Management process activities

Escalation of risks and issues to the Major Incident Management Process Owner

Supporting Major Incident Management comply with Customer or Internal (KPIs and SLAs)

Manage the recovery process based on the Major Incident Management best-practices and ITIL process standardization

Ensure consistent end-to-end application of the Major Incident Management process across the account

Drives implementation of standard execution of the Major Incident Management process

SPOC for Customer during Major outages (valid for nightshift/weekend/holidays) Shift work 24/7/365

Agrees issue definition, action plan and success criteria with the customer or stakeholders

Required Technical and Professional Expertise:

Knowledge on hardware and software products (Cloud dev-ops, OS, DB, Application, Storage and Network Systems)

At least 3 years experience in Service Management

At least 3 years experience in Client Facing

At least 1-year experience in any Cloud Dev-ops platform (Preferred)

English: Fluent

Critical Thinking, Problem Solving, Leadership Capacity, Ownership, and accountability.

Active Listening and confidence to provide recommendations

ITIL certified (Preferred)

Country/Region: India/Mumbai/Bangalore