Job Description:

Job Description: MIM/OMC

The Role of Major Incident Manager is critical in driving Major Incidents (MI) that causes significant impact to Revenue recognition,

Production line impact, Department/100+ users, and to achieve Business Continuity Recovery at the shortest possible time.

The MIM role demands Leadership skills, Excellent Verbal and written communication skills and strong co-ordination skills with various IT partners. Should have holistic knowledge on various legacy & emerging technologies and clear understanding of IT processes and environments. They should be able to withstand pressure and take leadership during crisis situations. Any of the specialized skills on Web technology, Networking and OS platform is an additional requirement. They need to be able to make executive level concise communication and be focused person in getting the Major Incident to closure with the best resolutions. Flexible to work in 247 shifts.

Experience & Role Requirements

ITIL Incident Management / ITIL - General

Strong English skills - verbal and written

Ability to work independently as well as within a team

Equivalent work experience.

Technical skills: Major Incident Management / Service Now / ITIL Skills / Apps & Infra Support Experience.

Responsibilities :

• Acknowledge and accept management for Major Incident. Tailor and send Major Incident management communications Be the focal point for sending other incident related communications

• Determine the scope and impact (business and technical) of the Major Incident.

• Works in parallel with the Resolver(s) to facilitate the recovery of standard service operations as quickly as possible Assess and handle the recovery plan.

• Assemble and coordinate resolver(s) and other levels of support and cross platforms as required.

• Confirm internal notification and escalation activities are executed.

• Facilitate conference bridges, as needed. Post frequent or real-time status updates during resolution for interested parties seeking status.

• Engage the business continuity team at appropriate time if the disaster recovery process needs to be invoked.

• Manage and own the Major Incident through service recovery.

• Facilitate the restoration of normal service operations as quickly as possible following a Major Incident with minimum disruption to business operations, and in compliance with service levels.

• Confirm service restoration has occurred, prior to closing out restoration activities. Escalate issues to the appropriate levels of assistance in accordance with escalation procedures approved by Company.

• Verify required data is captured throughout the restoration and enter data in Incident Management system(s) and verify the incident ticket is completed as prescribed by Company procedures

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