ITSM - Major Incident Manager

About the Job:

Greetings from Teamware Solutions a division of Quantum Leap Consulting Pvt Ltd

Job Description:

Role: ITSM - Major Incident Manager

Experience: 7-10Yrs

Location : Bangalore

Work Mode: Hybrid

Shift : (Flexibility Required) /

Notice Period: Immediate to 20 Days preferred

Fastest way to get connected LinkedIn

Job Summary:

The IT Major Incident Manager is an influential IT professional who can lead a team of technical IT support team members through troubleshooting and resolution of major incidents. The IT Major Incident Manager is the primary contact to manage high-priority incidents and problems from identification through resolution. You will support the customer-centric view including delivering on service level agreements and the objective of timely, relevant communication to customers. The IT Major Incident Manager leads the coordination of major IT incidents, engaging technical and business resources. Primary responsibilities include chairing major incident management bridge calls, with the support teams, and sending executive communications to leadership and customers. You will improve activities in both the Major Incident Management process and the root-cause analysis process that succeeds in every major incident. You will work with the investigation team and Problem Management team to identify corrective and preventative actions and measures. You will be an escalation point for the support teams, leadership, and our partners with a focus on minimizing business disruption and reducing time to resolve.

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

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

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.