Assistant Manager - Critical Incident Manager
- Genpact
- 5 to 10 Yrs
- Noida, Gurugram
- 4 years ago
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Job Description
Assistant Manager - Critical Incident Manager, Corporate IT
The role is to handle Major IT Incidents related to different platforms, technologies and coming from across the organization - Globally.
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Responsibilities- Responsible for driving conference bridge(s) and Handling communication for high priority incidents and any service disruption in infrastructure (P1/P2/P3) in 24*7 environment.
- End to end ownership of major incidents with potential or actual business, financial, regulatory or reputational impact.
- Drives restoration of impacted service while meeting the required service levels.
- Driving the efficiency and effectiveness of the incident management process
- Reviews and sponsors Urgent changes required to resolve an incident or to meet target deadlines.
- Identify and create problem records. Drive Major Problem Reviews and agree upon the ownership of Corrective Action Plans
- Acts as overall in charge during a shift handling both application and infrastructure operational teams. Makes decisions on behalf of the group to mitigate risks and ensure business continuity.
- Supervising the efficiency of incident management and making recommendations for improvement.
- Keeps track of operational improvement areas and suggests process improvement base on case studies to Service Owners.
- Driving, developing, running and maintaining the major incident process and associated procedures.
- Check Remedy que regularly and take care of tickets assigned to team.
- Preparing Daily, Weekly & Monthly reports
- Responsible for transition of Infrastructure Operations shifts
- Supervise the resolution of incidents involving multiple Service Providers and ensure it is within the SLA
- Implementation and maintenance of the ITSM platform, processes and procedures across the internal organizations and external providers (as appropriate)
- Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service Providers to support Incident diagnosis, reporting and tracking and resolution
- Provide mentorship to internal and external Service Providers in fulfilling their incident management roles and responsibilities.
- Design, implement and lead the Incident Management process including creating and updating all Incident Management documentation
- Designing and Building report for the account and working towards implementation of the same
- Call out Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Process Coordinator
- Establish continuous process improvement cycles where the process performance, activities, policies, procedures and supporting technology is reviewed and improved where applicable.
- Promote and reinforce consistency to the process and policies associated with Incident Management
- Ensure the design of the Incident process aligns with the business and industry standard methodologies
- Demonstrated ability as a Major/Critical Incident Manager.
- Should have advance knowledge of Network/Servers/Telephony/Cloud.
- ITIL Trained, Tested and Certified. (ITIL Foundation Certified)
- Working Experience of BMC Remedy (Ticketing tool)
- Excellent English interpersonal skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations.
- Excellent knowledge, experience and excellence within the specific area of Major Incident Management
- Knowledge of Remedy based reporting.
- Technical certification like MCP/CCNA/Advance diploma etc. is must.
- Awareness of different technology stacks.
- Resource should be stable, no frequent job changes.
- Good interpersonal and teamwork skills
- Can work on the shift and urgent case support during holiday or Out of office Hour.
- Assertive and able to work optimal in a fast-paced work environment
- Exceptional organizational, prioritizing and multi-tasking skills
- Demonstrate High level of energy and flexibility
Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: General / Other SoftwareFunctional Area: Not ApplicableRole/Responsibilies: Assistant Manager - Critical Incident ManagerContact Details:
Company: GenpactLocation(s): Noida, Gurugram+ View Contact
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