Job Title

Skillset - Service Level Management, Incident, Problem & Change Management Location- Kolkata, Chennai Experience- 8- 12yrs Desired Competencies (Technical/Behavioral Competency) Must-Have** • Good Communication Skills • Decision Making & Problem solving skills • Strong understanding of IT Infra including Network with some insights in Application Support Operations • Knowledge of ITIL Framework Good-to-Have Technical certfications in Infra or Application Ops Certfication in IT Service Operations SN Responsibility of / Expectations from the Role 1 Incident escalation: Act as the primary point of contact for escalating major incidents, quickly assessing the severity and potential impact. 2 Incident command: Establish and lead a dedicated Major Incident Management Team (MIT), assigning roles and responsibilities to effectively manage the incident. Own and maintain escalation matrix for Client and Supplier support teams. Lead MI bridge 3 Investigation & Diagnosis: Lead the identification of the root cause of the incident through war room collaboration with technical teams, analyzing logs and data. 4 Communication management: Provide clear and timely updates to stakeholders, including senior management, customers, and internal teams, regarding the incident status and recovery efforts including ETA where foreseeable. 5 Decision making: Make critical decisions under pressure, including resource allocation, escalation procedures, dispute resolution and communication strategies. Also obtain approval for retrospective CRs. 6 Post-incident review: Lead post-incident reviews to identify lessons learned, implement corrective actions, and prevent future incidents. 7 Incident documentation: Ensure comprehensive documentation of the incident details, response actions, and outcomes for future reference and improvement. 8 Impart Training: Provide ongoing training to client and 3rd party suppliers on Major Incident Management procedures and evolution of the same