Major Incident management

No of years' experience 8 12 Years Detailed job description Skill Set:.

Prior working experience and ability to Define and establish the Major incident management process from scratch after understanding the current landscape of customer.

Identify the gaps in the current ways of working as to how the MIM Process will work for a Global application support model.

Knowledge of ITSM tool like ServiceNow or Summit to define and integrate the MIM Process.

Ability to work with stakeholders across business areas, IT support team, L1 Help desk etc.

in defining and formulating the process.

Define the workflow and RACI involved in the MIM process and obtain the required approvals in making the SOP effective.

Major Incident Management process document writer Applicant should be well versed with ITIL processes.

He should have excellent knowledge of Major Incident Management process and should have experience as Process document writer..

Should define the communication protocol and channel during after closure of a Major incident.

Collect and report Major incident process metrics across portfolios including and not limited to creation of problem management record, root cause analysis etc..

Prior work experience in running the Major incident management process across portfolios.

Ability to report and measure the effectiveness of Major incident management process via metrics and address gaps and concerns raised by stakeholders.

Knowledge of working in Pharma industry involving GxP applications as a managed service.

Mandatory Skills(ONLY 2 or 3) Major Incident Management process.

Process document writer.

ITIL Process.