Major Incident Manager
Role: Major Incident Manager
Skill: BI-Fundamentals of Business Analytics using R Programming
Location: Houston, TX
Fulltime with TCS
Job Description
Skill: BI-Fundamentals of Business Analytics using R Programming
Location: Houston, TX
Fulltime with TCS
Job Description
- Must have experience 10+ Years in IT IS operations and support.
- Relevant Minimum 5 Years of experience in ITIL process governance especially in Major Incident Management area.
- Must have good understanding of enterprise-wide IT operations and support functions.
- Good Communication skills (Verbal and written both) to interact with the client.
- Good Analytical skills and problem-solving ability.
- Good customer handling skills
- Review the reported incident tickets/calls and qualify the Major Incidents.
- Drive the Major Incident Bridge and ensure the quality of the Major Incident handling.
- Determine stakeholders for communication updates and contents of the communication.
- Validates Major Incident communications and ensure that it has been sent as per defined SOP.
- Drive Post Incident Reviews and produce MIM report.
- Ensure Operational Excellence, Identify the opportunity for resilience.
- Suggest the process improvements, as needed.
- Ensure that Incident Management processes and tools are integrated with other processes.
- Reviews effectiveness and efficiency of the process.
- ITIL Certified (ITIL V4 is preferred)
- Establish and communicate the process, service levels, and process performance metrics.
-
Seniority level
Entry level -
Employment type
Full-time -
Job function
Information Technology -
Industries
Software Development
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