Major Incident Manager

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

• 5–8 yrs of experience
• Customer service
• MS Office
• PowerPoint
• ITIL
• Communication
• Escalation handling
• Any graduate

Good to have

• Mainframe
• Root cause analysis