Location
Chennai | India
Job description
Job Description (Posting).
Job ProfileGeneral Information Job Title: Incident ManagerJob Location: Key ObjectivesThe Incident Manager ensures the efficiency and effectiveness of the Incident Management process by monitoring key indicators to judge, control, steer and measure, report, compare and manage the process. They are responsible for the management and control of major Incidents as they occur, ensuring escalations are managed, and communication is controlled whilst at the same time focusing the efforts of the required teams to recover service as quicakly as possible. Looking for an experienced Incident Manager to join the Service Management department and take full ownership for major incidents. The successful candidate will have a strong background in Service Management and have held recent, specific incident management posts for a leading IT Service provider. Candidates should also be used to working in a fast paced and dynamic environment and have the ability to start a new position hitting the ground running from day1. ITIL qualifications are an obvious must and preference would be for V3.They will be required to manage IT issues across infrastructure and applications as they arise. Ideally the Incident Manager will have experience of working with outsourcing partners. You will be an escalation point for major IT issues, and you will mobilize a on-shore and also virtual team of IT managers and their staff to identify root cause, manage and fix issues as they arise. Experience in formulating and agreeing an action plan and communicating with business stakeholders at every stage.Responsibilities Validate an incident as major incident by following the process agreed Initiate senior management communication about major incident process Act as Duty Manager and involve the required support teams for faster resolution of incident. Initiate user communication for services impacted Send ongoing updates to relevant stakeholders Set up and conduct Conference calls for Major Incidents if required Scheduling regular meetings to co-ordinate and discuss major incident Communicate summary of discussions to all participants Co-ordination with technical teams to provide quickest resolution for Major Incident Log RCA tickets and assign to relevant groups/individuals Maintain process documentation up to date Sign off any changes in the process with the correct stakeholders Provide recommendations for improvements/adjustments in processes and procedures Provide eyes and ears support for monitoring tools for L1 operations team Monitor and Review Management Tools for potential high priority/major incidents Work with Level 1 Support to make sure incident management processes are being followed and calls are correctly prioritized and escalated if an issue Complete all reporting requirements from major incident management process which are agreed from time to time.Skill RequirementsProfessional and personal skills: Ability to listen and understand without interruption Calm, controlled and level headed, rational, especially in stress situations Negotiation & conflict resolution Objective and decisive Integrity, trust & fairness Communication, written and verbal Analysis & problem solving Ability to arbitrate at all levels of the organization Relationship building Customer & Service Orientation Technology knowledge & expertise Openness to innovation & change ITIL Foundation Acceptance to work over hours and shift Available to work 24x7 shifts Understanding on Data center operations and basics on technology understanding LANDesk knowledge would be preferredEducation and professional Experience: 7 yrs. + experience in IT in big environments, operational experience. At least 4 y
Qualification
B Tech, B.E
Skill (Primary)
Project Management Skills (APPS)-Project Management-Incident Management
Job tags
Salary
