MAJOR INCIDENT MANAGER L1

The Major Incident Manager L1 is responsible for acting as a single point of contact for customers during major incidents, driving the major incident bridge, and ensuring resolution within agreed service level agreements. The role requires strong analytical, communication, and leadership skills, with a minimum of 8 years of experience in driving service operations and managing incident and major incident processes.

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 professionals
• Strong analytical, communication, presentation and reporting skills
• Good leadership, people management and operational skills
• Should have exposure to ITIL practices
• Good written & verbal communication skills
• Experience in helpdesk environment
• Ability to work in shift and flexible schedule
• Ability to motivate staff
• Excellent team skills with ability to listen and contribute to discussions and meetings
• Building & Maintaining Relationships
• End to end ownership for customer satisfaction through levels of support
• Planning and organization & working well with Virtual Team
• Virtual Team Management Skills
• Relationship Management for services and vendors interface