MAJOR INCIDENT MANAGER L1

The Major Incident Manager L1 is responsible for providing status updates to customers, driving the MI Bridge, and ensuring the resolution of major incidents within agreed-upon SLAs. The role involves coordinating with SMEs, conducting thorough analyses, and updating resolution procedures in the knowledge database. Additionally, the Manager will conduct review meetings, ensure root cause identification, and provide periodic reports on the Major Incident Management Process.

Requirements

• 8-10 years of experience in driving service operations
• Min 8 years of experience in managing the IM and MIM processes
• ITIL Expert or Min two ITIL Intermediate certified professional
• 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

Benefits

• Competitive salary
• Opportunities for growth and development
• Collaborative and dynamic work environment