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Bengaluru

    Major Incident Manager - Bengaluru, India - RapidBraiins

    RapidBraiins
    RapidBraiins Bengaluru, India

    5 days ago

    Default job background
    permanent Technology / Internet
    Description

    Key Skills :
    MIM,IM,ITIL Process

    Exp : 3- 5 Years


    Location :
    Bangalore / Chennai/ Hyderabad/ Mumbai/ Pune/Noida


    Job Description :

    • Act as focal point for all severity 1 and business impacting major incidents reported
    • Responsible for planning and coordinating all the activities required to perform, monitor and report on major incident management process
    • Managing the detection, recording updating, and/or closing of major incident record.
    • Drive seamless major incident management process execution with appropriate inputs to involved resolver groups to accelerate ticket resolution
    • Chair the major incident management (MIM) bridge with technical teams, resolver groups for quick resolution of incident as per agreed incident SLA's
    • Facilitate major incident communications with key business teams, stakeholders until closure
    • Identify, initiate and facilitate incident review meetings as per agreed frequency and share data metrics with key stakeholders
    • Develop and publish major incident reports with business stakeholders and groups as per agreed frequency
    • Drive continuous improvement to ensure major incident management processes, procedure documents are documented as required.
    • Should possess good understanding of ITIL
    • V3 service lifecycle modules
    • Should have strong verbal, written communication and interpersonal skills
    • Lead role while acting as a liaison with internal/external customers
    • Strong IT service management skills
    • Should have exposure to ITSM ticketing tools i.e ServiceNow, Cherwell, Symphony Summit etc.
    • Good interpersonal, organization and customer services skills
    • Experience in dealing with customers for major incident resolution
    • Prior experience in IT service management roles, service operation processes
    • Knowledge of ITIL best practices
    • Communication skills
    • Client facing role and collaboration
    )
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