Major Incident Manager
PuneFull-time5–8 yrsPosted over a month ago
Senior customer support role at Ensono Technologies in Pune. Needs 5–8 years and a degree.
About the role
The role also includes the creation and management of timely communications during outages to stakeholders and supports root cause analysis & follow-up meetings. Managing critical incidents, including Facilitating triage calls to engage technical support teams, coordinating service restoration activities, and communicating all relevant details to key business and client stakeholders.
What you'll do
- Managing critical incidents, including Facilitating triage calls to engage technical support teams, coordinating service restoration activities
- Ensuring that ITIL-aligned Incident Management processes are followed so that actions are consistent throughout the organization & the Incident lifecycle
- Conducting an after-action review with all parties actively engaged during a Major Incident and participating as needed in the Problem Management process as part of the…
- Participating as a member of the global team to coordinate the seamless transition of active incidents across and between regions
What you need
- Customer service
- MS Office
- PowerPoint
- ITIL
- Communication
- Escalation handling
Good to have
- Mainframe
- Root cause analysis