Major Incident Manager - Bengaluru, India - LTIMindtree

    LTIMindtree
    LTIMindtree Bengaluru, India

    3 weeks ago

    LTIMindtree background
    Description

    KEY SKILLS: MIM,IM,ITIL Process

    EXP: 3- 5 Years

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

    Job Description:

    ********* Major Incident Manager **********


    • 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

    LTIMindtree is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, ethnicity, nationality, gender, gender-identity, gender expression, language, age, sexual orientation, religion, marital status, veteran status, socio-economic status, disability or any other characteristic protected by applicable law.