Major Incident manager | 6 to 9 years | Mumbai & Pune

Job Description

· Asses business impact and urgency, declare Major Incident or trigger business continuity procedures or disaster recovery invocation scripts.

· Manage the process of the service restoration or impact reduction.

· Ensures that cross -SDO Major incidents are resolved effectively securing end-to-end Service Level Agreement and Service Management.

· Identifies and takes control of unallocated incidents e.g. ‘gray space’.

· Acts as escalation point for SDOs where resolution ownership is disputed.

· Provides guidance and assistance to SDOs to ensure a globally consistent approach to operational processes.

· Provides consistent communications in scope of the process and services.

· Ensures that customer’s business interests are maintained over and above those of any specific SDO.

· Cooperates with various SDOs, Incident Managers, and Regional/Global Change Managers.

· Pro-actively Identify operational issues and drive resolution working directly with the client and SDOs.

Primary Skills

  • Major Incident Management.
  • ITIL Certified.

Secondary Skills

 

  • Service management.

Ref:

697866

Posted on:

April 30, 2021

Experience level:

Experienced

Contract type:

Permanent

Location:

Mumbai