Major Incident Manager

Major Incident Manager, you will play a critical role in ensuring the timely and efficient resolution of major incidents, minimizing the impact on business operations and maintaining a high level of service availability for our organization. Your primary responsibility will be to lead and coordinate the response to major incidents, working collaboratively with various technical and operational teams to restore normal service operations swiftly.

Responsibilities:

• Major Incident Management: Act as the focal point for all major incidents, taking ownership and driving the end-to-end incident management process until resolution.
• Incident Identification: Promptly identify and assess major incidents based on their severity, impact, and potential risks to the business.
• Communication: Facilitate clear and concise communication to stakeholders, including senior management, during the incident lifecycle, providing regular updates on the status and progress towards resolution.
• Escalation Management: Ensure timely escalation of incidents as per the defined procedures, engaging appropriate support groups and management as required.
• Investigation and Cause Analysis: Lead post-incident reviews to determine the potential cause of major incidents, identifying preventive measures to avoid recurrence.
• Incident Documentation: Maintain comprehensive incident records, including details of the incident timeline, actions taken, and lessons learned.
• Continuous Improvement: Drive continuous improvement of the incident management process, incorporating industry best practices and staying up-to-date with technological advancements.
• Collaboration: Collaborate with cross-functional teams, including IT support, engineering, and application teams, to ensure efficient incident resolution.
• Training and Preparedness: Conduct training sessions and workshops to enhance the incident preparedness and response capabilities of the team.
• Service Level Agreement (SLA) Management: Ensure adherence to SLAs and service quality standards in incident management processes.

Qualifications:

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience: Minimum of 5 years of experience in IT Service Management, with at least 2 years in a dedicated Major Incident Management role.
• Knowledge: In-depth knowledge of ITIL (Information Technology Infrastructure Library) principles, especially Incident, Problem, and Change Management.
• Technical Skills:
• Proficiency in incident management tools and platforms.
• Familiarity with various IT technologies, including networks, servers, databases, and cloud services.
• Understanding of IT infrastructure and application architecture.

Professional Skills:

• Strong leadership and decision-making abilities.
• Excellent communication and interpersonal skills to effectively interact with stakeholders at all levels.
• Ability to work under pressure and prioritize tasks in a fast-paced, dynamic environment.
• Analytical mindset with problem-solving skills.

Working Conditions:

• This role may require occasional off-hours and weekend work to manage major incidents that occur outside regular business hours.
• May involve participation in an on-call rotation to provide 24/7 support for major incidents.
• Collaboration with teams located in different time zones may be necessary, requiring some flexibility in working hours.
• As the Major Incident Manager, you will work closely with a diverse team, requiring effective communication and coordination skills.

Please share cv to ashwini.tudi@syntax.com