We are hiring a ITSM - Major Incident Manager
Exp: 7+
Notice Period: Immediate - 15 days
Location : Bengaluru / Hyderabad
Mode: Hybrid - 2 days onsite 3 days remote -
ITSM - Major Incident Manager
Major Incident and Incident Manager - Job Description
Key Responsibilities:
- Major Incident Command - initiate and manage bridge calls to lead incident resolution as quickly as possible
- Provide status updates to leadership and customers on current IT issues and actions being taken
- Lead/participate in post-mortem investigations after each major incident
- Reduce Mean Time to Detect (MTTD) and Mean Time To Resolve (MTTR) while driving up Mean Time Between Failures (MTBF) Mean Time Between Failures (MTBF).
- Facilitate daily operations calls to provide a review of major incidents, emergency changes, upcoming production changes, and activities potentially affecting IT services
- Establish and cultivate relationships with partners to create and support the incident and problem management processes
- Define the opportunities to improve incident and problem management to optimize performance and cost.
- Develop and implement comprehensive knowledge management strategies aligned with organizational goals
- Lead initiatives to capture, organize, and share knowledge across the organization
- Collaborate with cross-functional teams to identify knowledge gaps and develop solutions
- Oversee the creation and maintenance of knowledge repositories, ensuring they are up-to-date and accessible
- Promote a culture of knowledge sharing and continuous learning through training and awareness programs
- Monitor and evaluate the effectiveness of knowledge management initiatives, adjusting as needed
- Stay current with industry trends and best practices in knowledge management
- Partner with IT Service Management (ITSM) teams to manage response processes for Priority 1 & 2 incidents (P1/P2) Perform administrative tasks across a variety of technology disciplines
- Focus on continuous improvement of the incident and problem management process, including inputs from and outputs to other IT processes
- Perform solid ticketing discipline for Incident, Change and Problem management.
- Escalate P1 and P2 incidents to the appropriate parties.
- Work with management to implement plans to improve process effectiveness and our customer experience
- Willing to be on-call in a rotation with other Incident Managers, to cover any major incidents off-hours, on the weekends, or for vacation coverage
- Perform additional responsibilities as assigned to support IT Service Management.
- Communicate both to technical and management teams during recovery operations.
Stakeholder & Vendor Management:
- Collaborate with business leaders to understand service needs and ensure IT alignment.
- Manage relationships with third-party vendors, ensuring contract compliance and performance.
- Act as the primary point of contact for escalations related to MIM
Experience/ Skills Required
- Bachelor's Degree or equivalent work 12 years of or relevant work experience within IT incident management
- ITIL Foundations V3 or V4 Certification.
- Skills in managing tasks across multiple teams including vendors and managed service providers
- Equivalent work experience with a total of 3-5 years managing IT incidents, changes, or problems or similar roles in a global organization
- Proficiency in analytical tools focused on Incident, Change, and Problem management.
- Experience to see an incident from multiple points of view, and work with all team members on appropriate steps for interim or permanent resolution.
- Knowledge of IT Operations and important systems
- Excellent command of spoken and written English.
