Major Incident Management

Job Description

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Required Information

Details

1 Role**

Major Incident (MIM) & Problem Manager

2 Required Technical Skill Set**

Major Incident and Problem ticket lifecycle management.

Incident impact analysis, MIM bridge ownership, MIR documentation.

RCA documentation.

SLA Reporting.

ITSM Process Operations & Governance.

Excellent verbal and written communication.

MS Office.

3 No of Requirements** 2

4 Desired Experience Range** 4+ Years

5 Location of Requirement Mumbai, Jogeshwari

Desired Competencies (Technical/Behavioral Competency)

Must-Have**

ITIL Certification, Hands-On experience on Major incident and Problem management processes.SLM documentation and reporting.

Candidate should be flexible to work in 24*7 shifts.

Candidate should be ready to work from client location at Jogeshwari, Mumbai.

Immediate joiner preferred.

Good-to-Have

Change Management knowledge and experience.

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Responsibility of / Expectations from the Role

1 Act as a Major Incident Manager ensuring End to End Process Management and Communications

2 Run MIM Bridge, Send Periodic Updates to Stakeholders, Ensure Quickest Resolution of Major Incidents Reported

3 Major Incident Management Process Gatekeeper. End To End Process Support & Governance

4 Ensure Adherence to Process SLAs, KPIs, Reporting. Conduct Major Incident Review (MIR). Perform RCA for the major incidents.

5 Process Improvements, Transformations, Process and Tool Design initiatives

6 Assist other ITSM Processes on need basis.