MAJOR INCIDENT MANAGER L1

The Major Incident Manager L1 is responsible for managing major incidents, ensuring timely resolution, and preventing future occurrences. The role involves acting as a single point of contact (SPOC) for customers, coordinating with relevant teams, and conducting thorough analysis and reporting.

Requirements

• 8-10 years of experience in driving service operations
• Minimum 8 years of experience in managing IM and MIM processes
• ITIL Expert certification or two ITIL Intermediate certifications
• Strong analytical, communication, presentation, and reporting skills
• Good leadership, people management, and operational skills
• Experience in helpdesk environment
• Ability to work in shift and flexible schedule
• Ability to motivate staff
• Excellent team skills