Major Incident Manager L2

About the Role:

We are seeking an experienced professional to join our team in the domain of MIM.

What You Will Do:

Provides point of contact for process related questions or issues and facilitates process related meetings such as Daily operations, Change Advisory Board, Problem Review Board, etc.
Ensures contractual service support requirements are understood and managed.
Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.
Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
Facilitates Harman standard processes for ITIL core functions such as Major Incident Management, Change Management, Problem Management, etc
Compiles, analyzes, and reports statistical data and trends relating to service level compliance and operational effectiveness.
Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.