MAJOR INCIDENT MANAGER L1

The Major Incident Manager L1 will be responsible for managing major incidents, acting as a single point of contact for customers, and ensuring resolution within agreed service level agreements. The role involves driving the MI Bridge, coordinating with SMEs, and conducting 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 or minimum 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 shifts and flexible schedules
• Excellent team skills and ability to listen and contribute to discussions and meetings