IT-MAJOR INCIDENT MGR/6Y/CHENNAI/7L

Location:
Chennai
Key Skills:
IT MAJOR INCIDENT MANAGEMENT,LEADERSHIP
Specialization:
IT MAJOR INCIDENT MGR
Job Function:
IT/Telecom - Software
Industry:
IT-Software
Qualification:
Post Graduation -
Others -ANY DEGREE WITH EXP IN MAJOR INCIDENT MGMT (Others -ANY DEGREE WITH EXP IN MAJOR INCIDENT MGMT)
School & Graduation -
Any Graduate
Level:
Middle - Manager, Assistant Manager
Experience:
5 - 10 yrs.
Salary:
Rs. 5,00,000-9,00,000 p.a.

Job Details:

Purpose/Summary:
Manage and coordinate the efforts of cross-functional service restoration teams to resolve the service outages that occur.
The Major Incident Manager will ensure service issues are processed with urgency to continually improve downtime impact to the business.
This role will build and maintain customer satisfaction by achieving the prompt resolution of service issues and communicating effectively with all levels of customer's team, from analysts to senior executives.
This position will participate in nightly and weekend rotations to provide 7x24 oversight of service restoration teams as needed.
This position will initiate and oversee root cause analysis (RCA) for all major incidents, Contribute to Knowledge management system. Must be able to coordinate, diagnose, isolate, troubleshoot, and fix technical issues under extreme pressure.
Primary Responsibility
Ensure engagement, manage and drive escalation to appropriate parties for all incidents.
Full responsibility for Incident Management from initiation until an acceptable client work-around is in place.
Own all communications during a major system outage, Ensuring management and business is kept updated as required.
Ensure post event/incident follow-up actions are addressed as published in any/all preliminary/final analysis.
Total ownership of incidents, problems and change activities that affect service, Modify Major Incident Manager Procedures and Responsibilities on an as needed basis.
Review communications history for executive alerts, coaching those who produce alerts that do not meet or exceed our quality and timeliness standards.

Company Details:

OUR CLIENT IS A MAJOR IT SOFTWARE CO BELONGING TO A MAJOR INDUSTRIAL HOUSE IN CHENNAI