MAJOR INCIDENT MANAGER L2

Major Incident Manager L2 responsible for managing major incidents, providing status updates to customers, driving MI Bridge, and ensuring resolution within SLAs.

Requirements

• 8-10 years experience in driving service operations
• Minimum 8 years of experience in managing IM and MIM processes
• ITIL Expert or minimum 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
• 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