Major Incident Manager

1. Itil V.3/ V4 certification
2. Significant technical experience
3. Knowledge of software management cycle
4. Natural communicator /Good Command over English and
5. Ability to drive the MIM calls towards resolution and manage ownership issues 1. Itil V.3/ V4 certification
2. Significant technical experience
3. Knowledge of software management cycle
4. Natural communicator /Good Command over English and
5. Ability to drive the MIM calls towards resolution and manage ownership issues

8+

Coordinates and drives Restoration of Service for Major Incident events.
Accountable for the efficient and effective execution of the Major Incident Management process
Participates and leads in Major Incident events as required
Communicates and collaborates with business partners and IT Staff as per the prescribed frequency
Vendor management/relations/escalations
Filter distractions that would hinder or slow down the efforts of the troubleshooting team
Consult with Executive Leadership (CIO/DCIOs) for decision guidance, as necessary
Reporting, Metrics and analysis
Develops and Maintains the ServiceNow Major Incident Response module and interfaces with notification tools.
Implements improvements and strategies to support the objectives of the Major Incident Process
Ensures that the Major Incident Management process is documented and update
Provides governance, functional goal definitions, and critical success factors for the Major Incident Management process focusing on Continual Service Improvement (CSI)
Develops metrics and reporting requirements and maintains relevant SLA/KPI metrics
Responsible for process implementation related to ITSM Tools
Represents the Major Incident Management process area to IT and Business associates
Ensures Major Incident Management process integration with other ITIL process areas
Remains updated on the latest industry standards in the Major Incident Management process area Participates in training, guides, and advises associates on the Major Incident Management Process Problem identification and recording
Problem investigation and diagnosis
Identifying underlying causes of incidents and preventing reoccurrences Developing workarounds or other solution to incidents
Submitting change requests to change management as required to eliminate know problems
Recording, managing, and advancing the problem by escalating to the elevated level expertise, if appropriate, by integrating with change management, incident management, and configuration management
Creating tasks to work on the problem resolution
Problem resolution and closure.
Analyzing historical data to identify and eliminate potential incidents before they occurCoordinates and drives Restoration of Service for Major Incident events.
Accountable for the efficient and effective execution of the Major Incident Management process
Participates and leads in Major Incident events as required
Communicates and collaborates with business partners and IT Staff as per the prescribed frequency
Vendor management/relations/escalations
Filter distractions that would hinder or slow down the efforts of the troubleshooting team
Consult with Executive Leadership (CIO/DCIOs) for decision guidance, as necessary
Reporting, Metrics and analysis
Develops and Maintains the ServiceNow Major Incident Response module and interfaces with notification tools.
Implements improvements and strategies to support the objectives of the Major Incident Process
Ensures that the Major Incident Management process is documented and update
Provides governance, functional goal definitions, and critical success factors for the Major Incident Management process focusing on Continual Service Improvement (CSI)
Develops metrics and reporting requirements and maintains relevant SLA/KPI metrics
Responsible for process implementation related to ITSM Tools
Represents the Major Incident Management process area to IT and Business associates
Ensures Major Incident Management process integration with other ITIL process areas
Remains updated on the latest industry standards in the Major Incident Management process area Participates in training, guides, and advises associates on the Major Incident Management Process Problem identification and recording
Problem investigation and diagnosis
Identifying underlying causes of incidents and preventing reoccurrences Developing workarounds or other solution to incidents
Submitting change requests to change management as required to eliminate know problems
Recording, managing, and advancing the problem by escalating to the elevated level expertise, if appropriate, by integrating with change management, incident management, and configuration management
Creating tasks to work on the problem resolution
Problem resolution and closure.
Analyzing historical data to identify and eliminate potential incidents before they occur