Major Incident Manager

Job Description

Role: Major Incident Manager

Experience: 6 to 8 yrs

Location: Bangalore, Chennai, Pune, Hyderabad

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• 6 - 8 years of experience with strong background in ITSM processes and ticket management tool (Service Now).
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• Service Management – Ensure services remains GREEN and work closely with technical teams to resolve the incidents within SLAs and with appropriate solution.
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• Proactive application monitoring, Supplier and Stakeholder management, Service Reviews & Reporting.
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• Major Incident Management – should be able to handle Facilitation, Communications, Escalations, and Post-Incident review for major incidents. In case of major incidents, associate should be able to create a war room by identifying all relevant stakeholders and drive the investigation to either a workaround or resolution along with keeping stakeholders updated on the progress throughout the incident's lifecycle.
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• Change Management – Chair the CAB calls and follow change management process for Failed/Backed out changes.
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• Overseeing Service Transition from development teams, agreeing for warranty period and providing Sign-off.
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