We are seeking a Major Incident Manager with relevant experience. This role is a contract-to-hire (C2H) for at least 3-6 months, with the potential for conversion to a full-time employee (FTE). The ideal candidate must have prior experience handling P1 incidents and showstoppers at an enterprise level. You will need to understand the client's landscape and current processes for addressing major incidents, identify gaps, define and document SOPs, set up communication protocols, and provide insights to higher management. Strong client-facing and stakeholder management skills are essential.
Key Responsibilities
- P1 Incident Management: Take charge of and lead the resolution of P1 incidents and showstoppers at an enterprise level, ensuring rapid restoration of services and minimal impact.
- Process Analysis & Gap Identification: Deeply understand the client's IT landscape and the current processes for addressing major incidents. Identify gaps in existing processes and propose improvements.
- SOP Definition & Documentation: Define and document Standard Operating Procedures (SOPs) specifically for major incident handling.
- Communication Protocol: Setup and enforce robust communication protocols and follow-up mechanisms for major incidents, ensuring timely and clear updates to all stakeholders.
- Stakeholder Engagement: Engage actively with unit-level stakeholders to gather insights, manage expectations, and facilitate collaborative problem-solving.
- Reporting & Insights: Provide insightful updates and reports on ongoing major incident processes to higher management, detailing status, impact, and resolution strategies.
- Client Relationship Management: Exhibit strong client-facing and stakeholder management skills, acting as a primary point of contact during critical incidents.
- Process Improvement: Continuously evaluate and refine major incident management processes for efficiency and effectiveness.
Required Skills and Experience
- Must have prior experience handling P1 incidents and showstoppers at an enterprise level.
- Ability to understand client landscape and current processes for addressing major incidents.
- Proven ability to identify gaps in existing processes.
- Experience in defining and documenting SOPs.
- Ability to document processes to handle major incidents.
- Experience in setting up communication protocols and follow-up mechanisms for major incidents.
- Capability to provide insights into ongoing processes to higher management.
- Strong client-facing and stakeholder management skills.
- Willingness to work from the client location in Bangalore 5 days a week.
- Willingness to work in a C2H mode for at least 3-6 months.
