Job Description

Looking for candidates having 4 to 8 years of experience in MIM and only for Bengaluru location

• The MIM is responsible for the rapid recognition and accurate assessment of incidents that meet the criteria for escalation to "major" status.
• The MIM serves as the central communication hub, promptly notifying all relevant internal and external stakeholders (executive leaders, technical teams, third-party vendors, customers) about the incident status, impact, and ongoing actions. Regular, transparent, and concise updates are provided throughout the incident lifecycle.
• The MIM assembles and leads cross-functional response teams, which may include IT support, network engineers, application specialists, cybersecurity experts, and vendor representatives.
• The MIM facilitates the creation of a structured action plan, prioritizing tasks and ensuring that agreed-upon steps are executed quickly and efficiently to mitigate business impact.
• Throughout the incident, the MIM monitors the progress of troubleshooting and resolution efforts, identifies bottlenecks, reallocates resources as needed, and adapts plans in real time.
• If initial response efforts are insufficient or if the incident escalates in severity, the MIM ensures swift escalation to senior leadership, specialist teams, or external partners, adhering to predefined escalation paths.
• The MIM meticulously documents the timeline of events, actions taken, team communications, technical findings, and outcomes.
• After resolution, they compile comprehensive incident reports for audit, compliance, and continuous improvement purposes.
• For post-incident review and root cause analysis, the MIM coordinates post-mortem meetings with stakeholders to analyze the incident, identify underlying causes, and develop recommendations for preventing recurrence. They drive the creation and assignment of corrective actions.
• Beyond reactive management, the MIM contributes to overall incident management process optimization, policy reviews, and training initiatives to enhance organizational resilience.
• They must possess keen problem-solving skills for rapid assessment of complex scenarios and prioritization of response efforts.
• Exceptional written and verbal communication skills are required, including the ability to tailor messages to diverse audiences and always ensure clarity.
• A solid understanding of IT infrastructure, applications, networks, and cybersecurity concepts is necessary to facilitate meaningful dialogue with technical specialists.

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KEY SKILLS AND COMPETENCIES
•    Excellent people management and operational skills
•    Ability to interact with all levels of the Customer and IT provider organization
•    Good presentational skills
•    Effective communication skills
•    Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business issues
•    ITIL Foundation Level Training or knowledge required, preferred ITIL SO intermediate certification
•    5-8 years of experience in IT Service Management 

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