Job Description

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RESPONSIBILITIES

• Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs

• Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved

• Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.

• Coordinating with the respective SMEs for speedy resolution of the Major Incident

• Ensuring the Major incident is resolved within the SLAs agreed with the Customer

• Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.

• Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.

• Ensuring that all the resolution procedures are updated in the knowledge database / Work log

• Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future.

• Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process)

• Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents

• Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.

• Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents

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KEY SKILLS AND COMPETENCIES

• 8-10 years exp in driving the service operations.

• Min 8 year of experience in managing the IM and MIM processes

• Preferably ITIL Expert, or Min two ITIL Intermediate certified professional

• Strong analytical, communication, presentation and reporting skills

• Good leadership, people management and operational skills

• Should have exposure to ITIL practices.

• Good written & verbal communication skills

• Experience in helpdesk environment

• Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere

• Ability to work in shift and flexible schedule

• Ability to motivate staff

• Excellent team skills with ability to listen and contribute to discussions and meetings

• Building & Maintaining Relationships

• End to end ownership for customer satisfaction through levels of support

• Planning and organization & working well with Virtual Team

• Virtual Team Management Skills

• Relationship Management for services and vendors interface

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