MAJOR INCIDENT MANAGER L2

The Major Incident Manager L2 is responsible for managing major incidents, providing status updates to customers, and ensuring resolution within agreed SLAs. The role involves coordinating with resolver groups, SMEs, and key stakeholders, and conducting analysis and root cause identification. The ideal candidate will have 8-10 years of experience in driving service operations, ITIL expertise, and strong analytical, communication, and leadership skills.

Requirements

• 8-10 years of experience in driving service operations
• Min 8 year 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
• 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

Benefits

• Retirement Plan
• Tuition Reimbursement
• Relocation Assistance