Major Incident Manager

Designation: Major Incident Manager

Years of Experience: Min 10 to 15 Years

Location: Mumbai / Navi Mumbai

Job Description:

• Min 10-15 yrs of experience in MIM
• Proven experience as Team Lead
• Secondary skill in Problem management
• Sound knowledge of other ITSM processes i.e. Change, SLM, CMDB
• Managing lifecycle of Critical and High severity incident
• Initial impact analysis from process perspective
• Initiating call tree / war room
• Regular update to stakeholders on incident recovery
• Involve relevant resolver teams / escalations
• Manager and drive recovery calls
• Ensure incident chronology is recorded and maintained
• Prepare Post Mortem report
• Post facto change regularization
• Various reporting
• Audit handling
• Downtime tracker (single source of DT) maintenance
• DT reporting (planned / unplanned)
• ITIL Foundation trained
• Identify triggers for Problem Management (PM)
• Problem Ticket creation and managing its lifecycle
• Problem Review Board (PRB)
• Corrective & Preventive action tracking and follow-up
• SLA management
• Weekly Problem Review Board
• Trend and Analysis of Incidents
• Focus on Proactive PM
• 6 days a week (24*7 team)