Associate Lead - Incident Management( WFO - Pune) - Rotational Shift

Role & responsibilities

Taking a leading role in activities relating to implementing Major Incident and Problem management processes across the organisation. • Assess business impact and urgency, review and accept, where appropriate, incidents that have been recommended to promotion as Major Incidents and trigger business continuity or DR plans as appropriate. • Take full ownership of the Major Incident through to resolution. • Establish and run both Technical and Business Management Bridge calls throughout the life of a Major Incident • Lead all resolving organisations who are involved in the resolution of the Major Incident, escalating where the appropriate level of support is not being provided. • Maintain open communications to both the Management Stakeholders and the wider user base. • Perform Major Incident Reviews, capturing the events, lessons learned driving root cause identification and actionable/well defined corrective/preventative action plans, to be captured in a final MIR report. • Show a high level of command and control during conference calls with all stakeholders. • Identify underlying causes of issues to recommend robust solutions. • Liaise with Service Level Managers / Platform Owners to ensure all incidents are solved within established SLA timelines. • Increase understanding in the IS&T organisation on the incident management processes, ensuring that improvements are communicated and embedded into behaviour. • Incident Management and Review including proposing improvements to Services and solutions with a focus on alternate technologies and automation. • Drive Mean Time to Restore (MTTR) improvements and define and ensure the collection and tracking of knowledge articles to minimise MTTR, as well as effectively track and reduce repeat issues. • Support Change Management Process including hosting weekly CAB meeting Job Knowledge/Education and Qualifications: • Proven, relevant experience working as an Incident Manager within a complex IT environment (Essential). • Proven, relevant experience working as an Problem Manager within a complex IT environment (Essential) • Proven, relevant experience working as an Change Manager within a complex IT environment (Essential) • Track record of operating across all levels within an organisation, managing expectations, briefing senior stakeholders and managing the performance of internal & external suppliers throughout the incident (Essential). • Experience of working in a complex highly federated organisation (Desirable). • ITIL Certification required (Essential). • University Degree (Desirable). • Considerable experience of working with ServiceNow (Essential). • Broad technical knowledge with high-level understanding of Infrastructure services (Essential). • Excellent communication skills, verbal and written. • Strong analytical skills and a high attention to detail. • Excellent leadership skills with the ability to exercise sound judgement and be decisive under pressure. • Strong facilitation, teamwork, influencing and interpersonal skills. • Diplomacy, and the ability to instil confidence in others. • Customer focused, passionate about the customer experience. • Commitment to continuous process improvement.