Major Incident Manager

Role:

We’re looking for a highly motivated individual who will work as an Incident
Commander to provide support over Major Incidents. The ideal candidate will need to work
in rotational shift. They must possess excellent communication and coordination skills with
both technical and non-technical individuals alike. The role is based in our Mumbai office.
3 to 8 years of Incident Management experience.

Skill Requirements:

• 4+ years of experience in Major Incident Management role.

• Excellent English communication skills and should have experience in
  international technical processes.
• Sound understanding and experience on IT Service Management –
  Incident, Problem, Change Management & Continual Service
• IT Major Incident Management experience required (Understanding
  enterprise level platforms)
• Good understanding of monitoring tools such as NewRelic / VictorOps /
  Splunk / Control-M / Entuity
• Understanding of Change Management process.
• Ability to facilitate conversations and collaboration with large groups of
  stake holders.
• Ability to translate technical incidents into business terms
• Good understanding of CMDB and ITIL best practices
• Prioritizing and Multitasking on multiple requests at the same time

Responsibilities:

• Work on daily Major Incidents as an Incident Commander.
• Classification of Incidents and according to priority and create incident
• Quick creation of Incidents and set up communication channels for all
  affected stake holders.
• Ensure all required stake holders have joined the incident bridge.
• Create an incident action plan and coordinate the same with stake holders.
• Train team members on the incident action plan.
• Making a step-by-step action plan and do the necessary follow up
• Review Incident and have continuous improvement to have a better MTTA
  and MTTR.
• Good understanding and experience of IT technologies-Network, Data
  Center, Cloud, End User Computing. Application Management practices.
• Conducting Post incident reviews and weekly status reviews
• Drives improvements within Incident Management process
• Willing to work in a 24×7 environment.

Advantageous

• Good understanding of IT infrastructure in an Enterprise Environment
• ITIL V3/V4 certified and Intermediate
• Excellent listening and questioning skills, combined with the ability to interact
  confidently with users to establish what the problem is and explain the solution.