- Experience - 4 - 8 Years
- Domain - IT Infrastructure / Cloud Infrastructure
- Location: Hyderabad (Work From Office)
- Shift: 24×7 Rotational
We are seeking an experienced Major Incident Management (MIM) Professional with a strong background in IT infrastructure and escalation management. The ideal candidate will have expertise in service assurance, ITIL processes, and effective stakeholder engagement. You will play a pivotal role in managing technical incidents, driving process improvements, and fostering a high-performance culture to ensure exceptional service delivery.
Key Responsibilities:
Incident Oversight:
- Oversee and manage all Major Technical Incidents to ensure rapid resolution by coordinating cross-functional technical teams.
- Lead investigations and collaborate with business areas to ensure senior stakeholders and end-users receive accurate and timely updates.
Incident Management Proficiency:
- Demonstrated expertise in managing major incidents in a managed services and infrastructure environment.
- Adept at structuring technical investigations and aligning teams toward prompt incident resolution.
Service Assurance & ITIL Expertise:
- Extensive experience in a Service Assurance / Delivery environment, with a proven track record of implementing ITIL strategies and processes.
- Deep understanding of ITIL v3/v4 service design, from requirements definition through new service transition.
Analytical and Problem-Solving Skills:
- Strong analytical ability to address complex and logical problems effectively.
- Capability to reconcile conflicting information to drive agreed outcomes.
Relationship Management:
- Influential in managing stakeholder, colleague, and end-user relationships to deliver high-quality services.
- Ability to navigate service challenges while maintaining alignment with business objectives.
Performance Focus:
- Flexible and focused on meeting deadlines while maintaining high standards.
- Experienced in driving service excellence and fostering a culture of accountability.
