Are you looking for new opportunities or for a new challenge in your career? Maybe this job is for you!

We are currently looking for a Major Incident Manager.

Role description 

The Major Incident Manager is responsible for the end-to-end management of all IT major incidents.

We are looking for a dynamic Major Incident Manager to join our IT department. In this role, you'll be in charge of leading the incident management process to resolution and restoring our company's provided IT operations swiftly. You will also log and categorize recurring incidents to improve incident management protocols.

To be a successful incident manager, you should have an aptitude for picking up new technologies and procedures. Ultimately, an outstanding incident manager should excel at multitasking and remain judicious during major incidents.

Responsibilities and Challenges 

• Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible;
• Conducts escalation to service teams, senior management and leaders to ensure appropriate awareness, engagement and focus;
• Leveraging technology to issue all communications and providing key stakeholder management
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.);
• Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
• Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
• Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution
• Being accountable for resolving the outage via workaround or permanent fix
• Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
• Supporting and nurturing process improvements and knowledge base improvements
• Continually maintaining and developing tools and resources to manage major incidents effectively
• Providing periodic major incident metrics reports

Qualifications 

• ITIL 4 foundation certificate is required.
• Incident Management knowledge and experience demonstrating understanding of both SLA & OLA delivery
• Exceptional written and verbal communication skills in English.
• Be able to communciate with senior management and translate a techncial issue to business langauge including immediate impact and risk to business.
• Meticulous attention to detail;
• Proven critical thinking, deductive reasoning, and problem solving skills;
• Good understanding of production IT Environment and IT Operations;
• Ability to work rotating shifts to support 24/7/365 organization;
• Experience in a technical support field: network, server, storage;

Location 

• Chennai