Major Incident Manager

2 weeks ago

Quezon City, National Capital Region, Philippines BEST CAREERS AND OPPORTUNITIES Full time

LOCATION:

MANILA AND CEBU PHILIPPINES

JOB TITLE:

MAJOR INCIDENT MANAGER

Job Description:

RESPONSIBILITIES:

  • Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs.
  • Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved
  • Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.
  • Coordinating with the respective SMEs for speedy resolution of the Major Incident.
  • Ensuring the Major incident is resolved within the SLAs agreed with the Customer.
  • Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
  • Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.
  • Ensuring that all the resolution procedures are updated in the knowledge database / Work log.
  • Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future.
  • Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process).
  • Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents.
  • Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.
  • Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents.

KEY SKILLS AND COMPETENCIES

  • 810 years exp in driving the service operations.
  • Min 8 year of experience in managing the IM and MIM processes.
  • Preferably ITIL Expert, or Min two ITIL Intermediate certified professional.
  • Strong analytical, communication, presentation and reporting skills.
  • Good leadership, people management and operational skills.
  • Should have exposure to ITIL practices.
  • Good written & verbal communication skills.
  • Experience in helpdesk environment.
  • Highly motivated individual, with a positive & proactive attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere.
  • Ability to work in shift and flexible schedule.
  • Ability to motivate staff.
  • Excellent team skills with ability to listen and contribute to discussions and meetings.
  • Building & Maintaining Relationships.
  • End to end ownership for customer satisfaction through levels of support.
  • Planning and organization & working well with Virtual Team.
  • Virtual Team Management Skills.
  • Relationship Management for services and vendors interface.

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