Major Incident Manager/Incident Manager

Job Title: Major Incident Manager/Incident Manager

Location: Raritan, NJ

Type: Full Time

Job Description:

• Manage the flow of day-to-day operations from Incident Management (IM) and Major Incident Management (MIM) perspective
• Manage Critical and High Incidents and ensures downtime to Plant Floor and critical business lines due to an IT issue is as minimal as possible.
• Raise early warning indicator to alert supervisor from incident/ major incident management perspective.
• Liaise with appropriate stakeholders to resolve issues related to IT Infrastructure and Application
• Handle Client escalation/s related to Incident (IM) and Major Incident Management (MIM) and processes and procedures.
• Manage IM process performance against Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), report progress regularly and implement recovery plans to address non-achievement of targets.
• Create, track and review various IM reports including Ageing analysis, ticket hoping analysis, Neglected incident, various management reports etc.
• Conduct/ facilitate Incident and Major Incident process training for all IT team members in the account.
• Share feedback from client to other relevant delivery team/ stakeholders related to IM, MIM processes/ changes.
• Work closely with other ITIL process Team Leads for improvement in services provided to JLR. I.e. Change management, Problem Management, CMDB etc.
• Analyse trends of Incidents in domain. Work with Incident coordinators and SPM / SDM in domain to drive the trend downwards.
• Analyse Aging Incidents and ensure that Incident Coordinators are driving the week-on-week BMI (back log management index