R&D Operation monitoring Technical Lead-Service Support

1. Major Incident Ownership:
2. Act as the primary point of contact for all Major Incidents, ensuring effective coordination and the seamless flow of information between all involved parties.
3. Take ownership of end-to-end incident resolution, from logging and categorization to final closure.
4. Incident Management Responsibilities:
5. Ensure all incidents are accurately recorded, categorized, and routed to the appropriate resolver groups in a timely manner.
6. Monitor incident aging and take proactive actions to minimize resolution delays.
7. Manage communications with customers, vendors, and internal stakeholders to provide timely updates and progress during live incidents.
8. Facilitate bridge calls and collaboration between resolver teams to expedite incident resolution.
9. Reporting and Post-Incident Activities:
10. Compile and distribute Major Incident Reports (MIRs) within specified SLAs, ensuring a comprehensive and accurate summary of the incident and its resolution.
11. Document root cause analysis (RCA) and collaborate with Problem Management to ensure follow-up actions are tracked and completed.
12. Maintain a Major Incident database to record disruptions, downtime, and incident trends.
13. Proactive Incident Management:
14. Analyze incident trends using tools like Pareto analysis to identify recurring issues and propose service improvement plans.
15. Drive continuous service improvement initiatives by collaborating with service desk teams, process managers, and senior IT management.
16. Proactively identify gaps in processes and raise improvement proposals as part of the Continuous Service Improvement process.
17. Stakeholder Collaboration:
18. Work closely with Service Desk, Change, Problem, and Knowledge managers to ensure efficient process integration and alignment.
19. Ensure all stakeholders, customers, and end-users are informed of key updates and upcoming events, including forward schedules of changes or activities.
20. Process Governance and Communication:
21. Monitor and report on the effectiveness of the Incident Management process by designing metrics and KPIs to track performance and quality indicators.
22. Conduct reviews of major incidents with resolver groups and stakeholders to identify improvement opportunities.
23. Present and promote the Incident Management process to internal teams and customers, ensuring alignment and awareness.
24. Service Improvement and Metrics:
25. Develop and maintain appropriate reporting frameworks to measure incident resolution performance and identify areas of improvement.
26. Provide regular performance reports and insights to senior IT leadership to drive strategic decisions.

Total Experience Expected: 06-08 years

Minimum Qualifications

1. Experience and Certification:
2. Minimum 5+ years of experience in Incident Management, with proven expertise in managing major incidents.
3. ITIL V3/V4 cert