Major Incident Manager
3 weeks ago
We are seeking an experienced Major Incident Manager to join our team at BEST CAREERS AND OPPORTUNITIES. As a key member of our operations team, you will be responsible for driving the service operations and managing the IM and MIM processes.
Responsibilities- Act as a Single Point of Contact (SPOC) for customers, providing timely and accurate status updates during major incidents.
- Drive the MI Bridge, involving relevant Resolver Groups and coordinating discussions until the major incident is resolved.
- Keep key stakeholders informed about the status of major incidents and confirm service restoration.
- Coordinate with Subject Matter Experts (SMEs) to ensure speedy resolution of major incidents.
- Ensure major incidents are resolved within agreed Service Level Agreements (SLAs) with customers.
- Take preventive actions to minimize service and business impact during high resolution times.
- Analyze major incidents, preparing a thorough Major Incident Report (MIR) for each closed incident.
- Update resolution procedures in the knowledge database and work log.
- Conduct review meetings with relevant team members to identify triggers, causes, and prevention strategies for future major incidents.
- Coordinate with Process Managers (Capacity Manager, Availability Manager, IT Service Continuity Manager) to prevent recurring major incidents.
- Provide regular (monthly) reports on the overall status of the Major Incident Management Process.
- Conduct training and knowledge-sharing sessions across teams and new joiners to prevent major incidents.
- 8-10 years of experience in driving service operations.
- Minimum 8 years of experience managing IM and MIM processes.
- Preferably ITIL Expert or minimum two ITIL Intermediate certified professionals.
- Strong analytical, communication, presentation, and reporting skills.
- Good leadership, people management, and operational skills.
- Experience in helpdesk environments.
- Highly motivated individual with a positive and proactive attitude, willingness to improve operational efficiency through innovation, process, and procedure.
- Ability to work in shifts and flexible schedules.
- 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, and working well with virtual teams.
- Virtual team management skills.
- Relationship management for services and vendors interface.
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