Incident & Change manager

Skillset - Service Level Management, Incident, Problem & Change Management

Location- Kolkata, Chennai

Experience- 8- 12yrs

Desired Competencies (Technical / Behavioral Competency)

Must-Have

• Good Communication Skills
• Decision Making & Problem solving skills
• Strong understanding of IT Infra including Network with some insights in Application Support Operations
• Knowledge of ITIL Framework

Good-to-Have

Technical certfications in Infra or Application Ops

Certfication in IT Service Operations

SN Responsibility of / Expectations from the Role

1 Incident escalation : Act as the primary point of contact for escalating major incidents, quickly assessing the severity and potential impact.

2 Incident command : Establish and lead a dedicated Major Incident Management Team (MIT), assigning roles and responsibilities to effectively manage the incident. Own and maintain escalation matrix for Client and Supplier support teams. Lead MI bridge

3 Investigation & Diagnosis : Lead the identification of the root cause of the incident through war room collaboration with technical teams, analyzing logs and data.

4 Communication management : Provide clear and timely updates to stakeholders, including senior management, customers, and internal teams, regarding the incident status and recovery efforts including ETA where foreseeable.

5 Decision making : Make critical decisions under pressure, including resource allocation, escalation procedures, dispute resolution and communication strategies. Also obtain approval for retrospective CRs.

6 Post-incident review : Lead post-incident reviews to identify lessons learned, implement corrective actions, and prevent future incidents.

7 Incident documentation : Ensure comprehensive documentation of the incident details, response actions, and outcomes for future reference and improvement.

8 Impart Training : Provide ongoing training to client and 3rd party suppliers on Major Incident Management procedures and evolution of the same