Major Incident Lead

Job Description – Major Incident Lead

Level : M - 1

Location : Pan India

Work Model : Hybrid Model with 3 days WFO

Notice Period : Immediate Joiner or Less than 45 days

Ø Minimum of 9+ years of experience in major Incident Management (MIM) role.

Ø ITIL Basic/Intermediate Certificate (ITIL V3/ V4)

Ø Co-ordinate and own the Major Incident bridge

Ø Willing to work primarily in US shifts (CDT) & Weekends

Ø Own concurrent documentation activities such as Major incident transcript, Business notifications, Leadership notifications, email communications and technical teams coordination

Ø Drive service restoration and act as a single point of contact from a customer perspective for incidents

Ø Perform audits and initiate service improvements with the objective of establishing incident management process within the limits of pre-defined corporate guidelines

Ø Act as the Single Point of Contact for Problem Management process

Ø Liaise with the Business and IT stakeholders (both internal and external) during Problem

Ø Participate and provide updates on daily production support status calls and governance meetings

Ø Periodically validate escalation mechanisms that are put in place

Ø Ensure relevant notification methods are configured in the system to notify

Ø Establish teleconference bridges (both technology and business hotlines) involve relevant stakeholders and chair the discussions to successful closure

Ø Conduct Major Incident review meetings as required

Ø Ensure incidents escalated to 3rd party vendors or customer retained organization is tracked to closure

Ø Ensure the L1 application support teams, service desk personnel are trained on the tickets to be left shifted

Ø Liaise with problem management teams for initiating RCA and permanent fixes

Ø Actively participate in Change Advisory Board meetings and provide inputs for change impact analysis

Ø Work closely (inputs for problem simulation) with the Change and Release Management teams during emergency fixes

Ø Participate and provide key inputs while invoking Business Continuity options during Major outages

Ø Analyse the Known Error records (along with delivery teams) on a periodic basis to identify candidates for permanent fixes candidates that can resolved at Level 1 and enable Self Service options

Ø Provide inputs to SLA/OLA rebase line exercise (pertinent to Incident Management)

Ø Coordinate activities between multiple support groups to ensure adherence to Service Level Agreements through Operational Level Agreements

Ø Service Tracking

Ø Ensure process adherence across all delivery teams (covering the entire portfolio, account)

Ø Ensure Incident, availability SLAs agreed are met consistently

Ø Analyse metrics data to find service bottlenecks and provide inputs to the Service Improvement plan

Ø Perform periodic productivity analysis to drive operational efficiencies

Ø People Management

Ø Have regular meetings with the project teams and address their issues, concerns

Ø Manage the workload of the team

Ø Manage and mentor the Change Management, delivery team

Ø Continually assess skill level and provide intervention assistance for the team members

Ø Provide inputs for learning plans

Ø Maintain effective working relationship (Interpersonal) within and across teams

Ø Contribution to Org Initiatives

Ø Adhere to Organization policies and procedures

Ø Share best practices, assets with the Organization and leverage Organization process assets for the benefit of the account

Ø Customer Relationship Management

Ø Participate in Customer round table discussions, floor visits and share project experience

Ø Collaborate with the Customers Service Management team (if any) during Incident Management process definition and implementation

Ø Knowledge Management

Ø Participate and contribute in Academy training programs

Ø Process Optimization and Audits

Ø Participate and contribute in Process, Quality audits

Ø Review and audit the incident management process (efficiency/effectiveness) using Metrics and KPIs and make recommendations for improvement