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Engaged Employer

Waystone

Compare

4.1

based on 20 Reviews

1 Waystone Major Incident Manager Job

Major Incident Manager

Waystone

4.1

based on 20 Reviews

4-8 years

Mumbai

1 vacancy

Major Incident Manager

Waystone

posted 2mon ago

Job Role Insights

Flexible timing

Key skills for the job

Orcale Analytical Chemistry Incident Management Change Management Business Operations Service Management

+ 4 more

Job Description

Job Summary:

Manage major incidents from detection to resolution, ensuring timely communication with stakeholders and minimal impact on business operations. Lead the Incident Management process, including identification, containment, eradication, and recovery of incidents. Collaborate with cross-functional teams to resolve complex technical issues. Develop and maintain relationships with key stakeholders to ensure effective communication during critical situations. Ensure compliance with ITIL processes and industry standards for incident management.

Establish continuous process improvement cycles where the process performance,

activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

Key Responsibilities:

Lead the incident management process and oversee team members involved in resolving incidents.
Respond to reported service incidents, identify the cause, and initiate the management process.
Establish and orchestrate bridge calls with emphasis on restoring service to users as quickly as possible, facilitate and troubleshoot toward resolution of incidents, and manage incidents to completion
Responsible for the appropriate recording, prioritization, Data Collection, Validation and ongoing management of problems through to root cause identification, known error management and closure.
Ensures quality of Known Error records
Monitor and support Incident management in production, development, and test environments.
Prioritize incidents according to their urgency and influence on the business.
Collaborate with the incident management team so all protocols are diligently followed.
Communicate with upper management if significant issues are found.
Log all incidents and their resolution to identify and prevent recurring malfunctions.
Conduct diagnostics, data collection, and troubleshooting activities to identify and resolve technical issues.
Define and document metrics to judge efficiency and effectiveness of Incident Management Process

Examples: Mean Time to Repair, Mean Time Between Failures, Repeat Incidents

Support the achievement of response and resolution targets for all tickets as per agreed SLA within the Service Desk Operations.

Measures Output:

Provide support for:

Daily/Weekly/Monthly Reporting
Achievement of SLA/KPIs
Trending of improvements for open Incident/Service Requests
Incident avoidance (via Problem Management)

Qualifications: 3 years of experience working as Major Incident Manager

3 years exposure to Service Management/ITIL framework and concepts (incident, problem, change management, RCA)
Excellent verbal and written communication skills: experience working with technical and functional resources

Preferred Skills:

Foundational Certification in AWS or Azure Cloud services.
Certifications in ITIL or other service management frameworks.
Proficiency in incident response, infrastructure, ITIL, metrics, production environment, incident reports, technical issues, NOC (Network Operations Center), client-facing, network operations, Java, mainframe, and SharePoint
Strong analytical and reporting skill

Employment Type: Full Time, Permanent

Read full job description

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What Major Incident Manager at Waystone are saying

4.0

Rating based on 1 Major Incident Manager review

Anonymous · IT & Information Security in Mumbai

Likes

- Work life Balance is good here - Skill development are good as there are many team were you can learn new thing with different team and departments - Salary like I ad joined just so no comments - Company culture is also good as compare to others - job security is also good as what i feel - Promotion no comments as i had joined rece..Read More