Major incident manager

MIM with strong networking experience and telecom industry background.

Role Major incident manager

Location Dallas day one onsite

FULLTIME permanent role

JD

RESPONSIBILITIES

Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs.

Driving the MI Bridge by involving all relevant Resolver Groups and continuing the discussions till the Major incident is resolved.

Informing the key stakeholders on the status of the Major incident after getting the confirmed service restoration.

Coordinating with the respective SMEs for the 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 from happening in the future.

Ensuring that the causes for all Major incidents are analyzed and the root cause is identified (through coordinating with the Problem Management process).

Coordinating with the process managers (capacity manager Availability manager IT Service continuity manager etc.) on a need basis to avoid reoccurring major incidents.

Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.

Conducting the training / knowledgesharing sessions across the teams/new joiners to avoid occurring of major incidents.

KEY SKILLS AND COMPETENCIES

10 years exp in driving the service operations.

Preferably ITIL4 Foundation 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 a 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 shifts and flexible schedule

Ability to motivate staff

Excellent team skills with the ability to listen and contribute to discussions and meetings

Building & Maintaining Relationships

Endtoend 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

Strong staff management skills

Client service oriented

Effective communication skills

Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa

Innovative in respect of service quality and ways in which it can be improved within the bounds of the organizations limits (resource budgetary legal etc).

Regards

Manju Sharma

Account Manager

TekisHub Consulting Services

36 Toronto Street Suite # 850 Toronto Ontario M5C 2C5