MAJOR INCIDENT MANAGER L2

As a Major Incident Manager L2, you will be responsible for managing major incidents, providing status updates to customers, and coordinating with resolver groups to resolve issues. You will also be responsible for ensuring that all resolution procedures are updated in the knowledge database and conducting reviews to identify triggers for major incidents.

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 schedule
• Ability to motivate staff
• Excellent team skills with ability to listen and contribute to discussions and meetings