Job Title

Role - Incident Manager (Major Incident Management)Years of Experience - 4 to 6 yearsLocation - Chennai- ITIL Incident Management and Major Incident Management - Good-to-Have: - ITIL Problem Management - Responsibility - Coordinate among various teams / groups / organization for resolution - Open the communication channel at the time of crisis (Priority 1 orPriority 2) - Determines appropriate stakeholders for communication updates - Determines contents of the communication - Provides Major Incident Report / data and presents it to the Customer Stakeholders - Coordinates with Vendors MIM/SPOC on updates for Priority tickets pending for Vendor action - Need to follow the Major Incident Management process (Opening bridge calls within agreed period, Involving the right resolver groups & Key participants). - Good Communication and Stakeholder Management Skills - Participating in Post-Incident Reviews, including addressing any actions that came from the post-Incident review, as required by the customer - Escalating issues to the appropriate levels for resolution in accordance with escalation procedures approved by Customer - Create Incident Management reports as per agreed period (Daily, Weekly, Monthly, Etc) - Major Incident manager need to ensure that critical Incident is resolved within agreed time. If not escalation matrix is followed for further assistance, for faster resolution - Providing periodic updates on status of Incident in accordance with the Incident Management process - Reviews effectiveness and efficiency of the process. - Creates and maintains process document. - Ensures that the process is defined, documented, maintained and communicated at all levels within the organization and to vendors as appropriate. - Establishes and communicates the process roles and responsibilities. - Establishes and communicates the process, service levels, and process performance metrics. - Provides adequate process training for the support team members. - Establishes reasonable targets for process improvement. - Monitors and reports the process performance. - Identifies and communicates opportunities for process improvement.