Operation Manager – Mumbai – Shariff, Shakeel Ahmed

Job Title: MIM & People Management

Location: Mumbai/Bangalore

Role Description


  • MIM    Driving the efficiency and effectiveness of the incident management process   
  • Producing management information  including KPIs and reports  
  • Monitoring the effectiveness of incident management and making recommendations for improvement   
  • Driving  developing  managing and maintaining the major incident process and associated procedures   
  • Reviewing and auditing the process   
  • Ensuring that all IT teams follow the incident management process for every incident   
  • End to end responsibility for the management  communication  escalation  investigation and resolution of incidents 
  • ensuring business and Customers updates are timely and of sufficient quality  arranging discussions and updates as required   
  • Ensure that all modes of communication are effectively used throughout the incident life cycle    
  • Acting as Incident escalation focal point  identifying and resolving conflict and bottlenecks    
  • Creation of agreed action plans with named actions   deadlines  Accountable for the Delivery of that plan   
  • Driving  developing and managing the major incident process and associated procedures   systems   
  • Ensuring the closure of all resolved as well as end user confirmed Incident records 
  • Ensuring that all IT teams follow the incident management process for every incident   
  • Regular connects with SDMs and BRMs throughout the life cycle of Major Incident    Operations  
  • Manage overall operations and is responsible for the effective and successful management of labor  productivity  quality control and safety measures as established and set for the Operations Department 
  • Contribute operations information and recommendations to strategic plans and reviews  prepare and complete action plans  implement production  productivity  quality and customer service standards  resolve problems  complete audits 
  • identify trends    Analyze process workflow  employee and space requirements and equipment layout  implement changes  
  • Accomplish operations and organization mission by completing related results as needed  
  • Responsible for all department managers and supervisors  with review approval responsibility for all operations employees   



  • Any graduate with 18 years of experience in reporting and stake holder management
  • Location   Bangalore or Mumbai   
  • Recent experience as an Incident Manager and people management within an Enterprise scale environment demonstrating strong analytical fault finding  diagnostics and troubleshooting skills    
  • Excellent communication skills  written and verbal    
  • Excellent interpersonal  influencing skills  interacting appropriately with users of many technical skill levels  remaining calm and courteous while working to resolve problems   
  • A hands on individual who is not afraid to roll up sleeves and get into the detail with excellent analytical skills with a commitment to quality standards
  • Strong service attitude  the ability to develop and build lasting customer relationships   
  • Effective time management skills  with the ability to work on multiple tasks simultaneously requiring experience with prioritizing tasks due to shifting priorities  fluctuating workloads  and deadline pressures    
  • Previous exposure to ITSM toolsets with a clear understanding of how tools should be used to support incident management process activities A good understanding of IT providers services  Will be add on to profile  
  • A self starter with an organized and methodical approach to problem solving through attention to detail and a proven ability to build relationships with internal and external  technical and non technical stakeholders   
  • A fast learner with an inherent ability to understand complex technology solutions and communicate the impact of incidents in both IT and business terms   




Posted on:

January 8, 2020

Experience level:

Sr Hires

Contract type:





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