Major Incident manager

Role

Major Incident manager

Additional Shift Lead

Excellent Communication Skills with US accent is MUST and this is Purely Voice Process needs to handle calls.

Responsibilities: ( Min 5-7 years exp)

High-level ownership of the technical service restoration plan across all Vendor delivered IT services and the Resolver Group Managers involved in P1 incidents

Coordination of technical restoration actions and plans via email, messaging, updating of P1 tickets in Tool

Technical and Functional Escalation where necessary

Aim is to reduce restoration time and escalation to Situation Management for P1 incidents

Communication via various means including SMS and reporting

Plan, coordinate and control the restoration of complex and high impact system problems that occur within the production environment

Priorities major incidents and assign tasks to Service Support and Delivery resources as required

Act as the central communication point for major incidents – all Priority 1 issues and Priority 2 issues as required

Ensures creation of a resolution plan for P1 & P2 incidents

Understand and clearly communicate the business impact of major incidents

Priorities major incidents based on business impact to the client

Develop strong working relationships with support and delivery teams, management and liaise with support areas as required

Providing updates / communication to senior management on the status of P1 & P2 incidents

Required Technical and Professional Expertise

Minimum of 5 years of experience in IT Industry

Experience in running the MI across all Vendors

Excellent communication skills

Proven experience as Major Incident Manager & should have ITIL exposure.

Proven experience in handling the Bridge calls.

Create standardized visual design diagrams of logical infrastructure, including platform, storage, and networking information

Location: Bengaluru