Shift Manager - L2

JOB Description for Shift Manager -L2

Customer Name: MSIL

LOCATION: Gurgaon

DOMAIN: Shift Manager

Level (L1/L2/L3): L2 Required

Relevant Domain Experience: 3-6 years in Shift Management

Job Type (Onsite/Remote): Onsite

Shift details (General/ 24X7): 24*7 Support

Qualification: B.E. / BSc

Certifications Required if ANY: ITIL Certification

Budget: 5-7 LPA

Mandatory Requirement (If Any):

Role Purpose

To manage Shift and Incident Management (IPC)

JOB RESPONSIBILITIES

Must Have:

1. Knowledge of shift operation Incident management, Service request, Problem Management and Change management.
2. Understanding SOW, SLA.
3. Overseeing the incident management process and team members involved in resolving the incident.
4. Responding to a reported service incident, identifying the cause, and initiating the incident management process.
5. Working for RCA and submitting reports.
6. Prioritizing incidents according to their urgency and influence on the business.
7. Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
8. Collaborating with the incident management team to ensure that all protocols are diligently followed.
9. Logging all incidents and their resolution to see if there are recurring malfunctions.
10. Adjusting the incident management process as required to ensure its effectiveness.
11. Communicating with upper management if major issues are found in the IT system.
12. Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
13. Daily, Weekly, Monthly MIS reporting knowledge.

Technical Skills/Knowledge requirement

1. Resource should have experience in managing shift operations. (Must)
2. Resource should have experience of managing team. (Must)
3. ITIL framework knowledge and certification. (Must)