Incident Management Specialist

JD for MIM -

1. Validate and confirm the actual priority of Incidents reported as critical/ high priority incidents in 24X7 environment rotational shift basis including weekends.
2. Chair outage incident conference calls/ group chats and drive critical incidents towards resolution.
3. Liaise with the Geography IT Team/ Service Owners to understand Business Context of Incidents and to confirm resolution.
4. Responsible for Management Notification/ Communication related to critical/ high priority incidents.
5. Co-ordinates with various Support Groups for resolution and follows Escalation Mechanisms.
6. Publish Post Incident Review Reports and review Critical Incidents with management and stakeholders.

Incident Manager Requirements & Skills

• Strong analytical and problem-solving skills
• ITIL Certified is highly preferred.
• Excellent communication and interpersonal skills
• Ability to work well under pressure and meet deadlines.
• Strong organizational and time management skills
• Experience with incident management processes and procedures
• Experience leading and managing teams.
• Technical knowledge and experience