Incident Manager

Roles and Responsibilities:

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

Job Description:

• 12+ years of experience in Incident Management / Service Management.
• Experience in team handling, fostering collaboration and mentoring for effective Incident Management
• Experience of handling P1 incidents & preparation of RCA documents
• Experience in Application Maintenance Service
• Extensive knowledge on Service Level Management and reporting
• Experience in coordination in handling multivendor environments
• Experience in Major Incident/Service Management in large scale
• Experience in managing the continuous improvements by implementing innovative initiatives
• Proficient in MS-Office suite and data analytics tool

Regards,

Praveen Dixit

Associate Manager– RMG

Tech Mahindra Inc.

LinkedIn: https://www.linkedin.com/in/praveen-d-95354547/

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request reasonable accommodation by contacting the company ADA Coordinator at ADA_Accomodations@TechMahindra.com.”