Major Incident Resolution Specialist
3 weeks ago
Job Title: Major Incident Manager
Location: Manila and Cebu Philippines
As a Major Incident Manager, you will be responsible for:
- Acting as a Single Point of Contact (SPOC) for the customer to provide status updates during major incidents.
- Driving the Major Incident Bridge by involving relevant Resolver Groups and continuing discussions until the incident is resolved.
- Informing key stakeholders about the status of the major incident and confirming service restoration.
- Coordinating with SMEs for speedy resolution of major incidents.
- Ensuring major incidents are resolved within agreed Service Level Agreements (SLAs) with the customer.
- Taking preventive actions to minimize service and business impact in case of prolonged resolution times.
- Conducting thorough analysis and preparing Major Incident Reports (MIR) for each closed incident.
- Updating resolution procedures in the knowledge database and work log.
- Reviewing incidents with relevant team members to identify triggers, causes, and prevention strategies.
- Ensuring root causes are analyzed and identified through coordination with the Problem Management process.
- Coordinating with process managers to prevent recurring incidents.
- Providing monthly reports on the overall status of the Major Incident Management process.
- Conducting training and knowledge-sharing sessions to prevent future incidents.
Requirements:
- 8-10 years of experience in driving service operations.
- Minimum 8 years of experience in managing Incident Management (IM) and Major Incident Management (MIM) processes.
- Preferably ITIL Expert or minimum two ITIL Intermediate certifications.
- Strong analytical, communication, presentation, and reporting skills.
- Good leadership, people management, and operational skills.
- Experience in ITIL practices.
- Good written and verbal communication skills.
- Experience in helpdesk environments.
- Highly motivated individual with a positive and proactive attitude.
- Ability to work in shifts and flexible schedules.
- Ability to motivate staff.
- Excellent team skills with the ability to listen and contribute to discussions and meetings.
- Building and maintaining relationships.
- End-to-end ownership for customer satisfaction through levels of support.
- Planning and organization with the ability to work with virtual teams.
- Virtual team management skills.
- Relationship management for services and vendors.
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