Major Incident Manager - Senior Associate

Role & responsibilities :

Major Incident

The primary function of a Major Incident Manager is to direct Subject Matter Experts (SMEs) and Service(s) leaders to restore service as quickly as possible during Major Incidents while

• keeping accurate and timely data on the progress of such incidents and keeping senior leaders, stakeholders, and end users updated.
• Responsible to escalate to service teams, senior management, and exec leaders to ensure appropriate awareness, engagement, and focus.
• Produces accurate and timely communications tailored to relevant audiences (Senior Leaders and internal Stakeholders).

Major Problem

• Leads and/or participates in Post Incident Review and Problem Management meetings with key stakeholders and service owners to review events and opportunities for ongoing improvement.
• Conducts major problem investigations, driving the identification of root causes and ensuring the implementation of permanent fixes.
• Collaborates with DevOps and SRE teams to analyze incident trends, identifying patterns and underlying issues to prevent future incidents.
• Utilizes root cause analysis methods and frameworks such as the Five Whys, Fishbone (Ishikawa) Diagrams, Failure Modes and Effects Analysis (FMEA), and Kepner-Tregoe Problem Analysis.

Skills

• Strong leadership, project planning, communication, and execution skills with the ability to lead by influence rather than reporting line during and after Major Incidents that have the potential for significant business impact, remaining calm, professional, and focused in high-pressure situations.

Education / Professional Experience/ Qualifications

• Bachelors degree in Computer Science, Engineering, Information Systems, Analytics, or equivalent practical experience.
• ITIL certification

Grant Thornton INDUS (Full-Time Employee) Benefits:

• Insurance: Group Health, Accidental, and Term Life Insurance for employees (and dependents as applicable).
• Wellness: Employee Assistance Program, Corporate Health Plans, Gym (Bangalore), Wellness Webinars, Health months.
• Work-Life Balance: Hybrid work model, flexible work options for returning mothers.
• Parental Support: Maternity/Paternity leave, daycare facilities, flexible work arrangements.
• Mobility: Secondment opportunities, relocation benefits, internal job postings.
• Retirement: Provident Fund, Gratuity, Leave Encashment, National Pension Scheme.
• Additional Benefits: Womens security (night transport), home office setup allowance, certification reimbursements, meal cards, appreciation holidays, service awards.
• Learning: Multi-channel In-house learning platform, LinkedIn Learning, certification programs.

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