Job Description

Technical Ops Manager MIM :Job Summary: We are seeking a highly skilled and experienced Major Incident Manager to join our Infrastructure team. The ideal candidate will have a strong background in IT Service Management (ITSM) processes, including Incident, Change, and Problem Management, along with hands-on experience with Public Cloud Infrastructure. The Major Incident Manager will be responsible for managing and resolving major incidents, ensuring minimal impact on business operations, and driving continuous improvement in incident management processes. They will work with multi-functional teams to drive ticket closures and ensure the overall health of the infrastructure.

Key Responsibilities:

Act as the single point of contact (SPOC) for major incidents, providing timely updates to stakeholders and ensuring effective communication throughout the incident lifecycle.

Lead and coordinate the resolution of major incidents, involving relevant resolver groups and technical teams to restore services as quickly as possible.

Monitor and manage the performance of ITSM processes, including Incident, Change, and Problem Management, Demand and Deployment Management ensuring adherence to established service level agreements (SLAs) and key performance indicators (KPIs).

Conduct root cause analysis (RCA) and post-incident reviews to identify areas for improvement and prevent recurrence of similar incidents.

Drive ticket closures by working closely with multi-functional teams and ensuring timely resolution of incidents, problems, and changes.

Develop and maintain incident management documentation, including incident reports, process workflows, and knowledge base articles.

Collaborate with problem management, change management, and other ITSM process owners to ensure seamless integration and alignment of processes.

Provide training and guidance to technical teams on incident management best practices and procedures.

Stay up-to-date with industry trends and best practices in ITSM and Public Cloud Infrastructure, and apply this knowledge to improve incident management processes.

Key Qualifications:

Bachelor's degree in Computer Science, Information Technology, or a related field.

Minimum of 5 years of experience in IT service delivery and incident management roles.

Strong understanding of ITSM processes and frameworks, such as ITIL, with hands-on experience in Incident, Change, and Problem Management.

Hands-on experience with Public Cloud Infrastructure, including AWS, Azure, or Google Cloud Platform.

Excellent leadership, communication, and interpersonal skills.

Ability to work under pressure and manage high-stress situations effectively.

Strong analytical and problem-solving skills.

ITIL certification or equivalent is highly preferred.

Preferred Skills:

Experience with automation and orchestration tools for incident management.

Knowledge of monitoring and alerting tools used in cloud environments.

Familiarity with DevOps practices and tools.

Location: Client Location, Yelankha

͏

KEY SKILLS AND COMPETENCIES
•    8-10 years exp in driving the service operations. 
•    Min 8 year of experience in managing the IM and MIM processes
•    Preferably ITIL Expert, or Min two ITIL Intermediate certified professional
•    Strong analytical, communication, presentation and reporting skills
•    Good leadership, people management and operational skills
•    Should have exposure to ITIL practices.
•    Good written & verbal communication skills
•    Experience in helpdesk environment
•    Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere
•    Ability to work in shift and flexible schedule 
•    Ability to motivate staff 
•    Excellent team skills with ability to listen and contribute to discussions and meetings
•    Building & Maintaining Relationships 
•    End to end ownership for customer satisfaction through levels of support
•    Planning and organization & working well with Virtual Team 
•    Virtual Team Management Skills
•    Relationship Management for services and vendors interface

͏

͏

͏