Job Description

We have opened a position for a contractor to be hired for Major Incident Manager position (atleast >= 3 years in Incident Manager role). Contractor JC: 76566

Attaching JD for the requirement and as mentioned this opening is for immediate fulfilment, candidate must be open to WFO and in a rotational shift 24*7*365 days at Hyderabad or Bangalore AMD location (preferably Hyderabad).

ROLE: Major Incident Manager

Shift: Should be comfortable with 24*7 working environment

Experience: Atleast 3 years of experience in handling Major Incident or in a similar role.

Location: Hyderabad/Bangalore

Skill Set:

· ITIL Framework Knowledge

· Excellent Communication Skills

· Client Interaction Experience

· Basic understanding on Technology/ Applications Architectures

· Knowledge on Reporting

· Familiarity with ServiceNow Tool

· ITIL certified (Preferred)

· Working knowledge of ITSM ticketing tools.

· Superior writing skills.

Role Description:

The role needs experienced associates who can primarily work on Major Incident Management Process.

Incident Management Process/ Major Incident Manager – Roles and Responsibilities

· Good Knowledge in Incident life cycle from incident identification till incident closure.

· Handling high priority incidents (P1 & P2) and coordinating with the respective teams as per escalation matrix.

· Coordinating incident bridge calls for quick and prompt resolutions.

· Prioritizing the Incidents based ion the impact and urgency.

· Escalating any issues to the management team to ensure progress and resolution of P1 and P2 incidents.

· Providing the workaround and restoring business within minimum impact resolving the alerts as per their priority.

· Manage and monitor the tickets & Coordinate with vendor.

· Have intermediate hands-on problem and change management process.

· Contact the internal helpdesks for any issues relating to the helpdesk To Free Numbers.

· Coordinate with that respective technical teams to get the updates on P1/P2.

· Review and acting on P1/P2 incident management report as required.

· Monitor the unassigned and reassigned P1 & P2 incidents and taking appropriate action.

· Identify, initiate, schedule and conduct incident reviews.

· Validate and correct as required the ticket category, subcategory, and service.

· Assist the reassignment of misdirected P1 and P2 incident.

· Maintaining all KPI’s required for business and continuous improvement.

· Attending weekly call with customers and keep updating all priority incidents of whole week.

B2 - 4 -6 yrs

Location - Hyd & bangalore

CBR - 100K

͏

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 

͏

͏

͏