Critical Incident Manager

Project Role : Service Management Practitioner

Project Role Description : Support the delivery of programs, projects or managed services. Coordinate projects through contract management and shared service coordination. Develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable strategic agenda.

Must have skills : Critical Incident Management

Good to have skills : Incident Management, Service Integration and Management (SIAM)

Minimum 5 year(s) of experience is required

Educational Qualification : 

• 15 years full time education
• ITIL Incident Manager ensures that standardized methods and procedures (ITIL v3) are used for efficient and prompt handling of all /incidents in order to minimize the impact of incidents upon client end service quality and consequently identifies opportunities to improve the day-to-day operations of the client supported.
• Central Communication point for Major Incidents. Driving the efficiency and effectiveness of the incident management process
• Respond to user/client escalations and engage functional escalation and Management escalation as required.
• Participate in incident management meetings, drive & initiate SRT bridges.
• Drive metrics for Hopping, backlog, reopen tickets & ageing tickets.
• Identify process improvements driving Service management best-practice and process standardization.
• Ensure support teams are aware of current incident process and adhere to it.
• Monitor SLAs of Incident management function and producing management information, including KPIs and reports
• University degree in IT Discipline or any other disciple

Key responsibilities

• 24*7 incident mgmt.
• Weekend on call support
• Handling P1/P2 bridge calls
• Night shifts and rotational shift every 2 weeks or 1 month
• Good communication skills
• Work from office 3 days a week
• US holidays (No Indian Holidays)
• Shifts: || 330 PM IST to 1 AM IST|| 5PM IST to 2:30 AM IST || 9:00 PM to 6:30 AM IST

Technical Experience

• ITIL V3 Foundation certification
• Knowledge of the connecting processes like problem, change, event management.
• Good and clear communication skills with multiple levels of an organization, including interaction with senior level business partners within the company/client.
• Excellent ability to manage & multi task high priority efforts/ competing priorities and flexibility to adjust into 24*7 environments.
• Self-driven and resourceful to achieve goals independently as well as work well in groups.
• Good working knowledge on – MS Office (Word, Excel, PowerPoint)
• Professional Experience : 5- 7+years in Major Incident or similar role
• 15 years full time education