Major Incident Manager Job at NTT DATA (Bangalore)

Job Description

The Major Incident Specialist has the primary responsibility is to ensure consistent delivery of quality Major Incident Management services. These incidents are complex and high priority by nature, with resources based in multiple locations across the globe involving different countries, cultures, people and technologies. The primary goal of the Major Incident Specialist is to restore normal services operation as quickly as possible to minimize adverse impact on business operations to clients (both internal and external). The goal is to provide the best possible level of service quality, ensuring all internal stakeholders from Group, Region and Country are kept frequently informed. The core role responsibility is to manage major Incidents for any delivery organization within scope with quality, control, command and confidence. This role must be able to manage multiple streams of activities during and post major incidents with ease.

Job Responsibility

Ensures service excellence is achieved through managing major incidents for any delivery organization within scope by demonstrating command, control and confidence at all times
Manages bridge participants to ensure alignment with the processes
Takes accountability that the major incident management process is diligently followed, using the agreed tools and methods, within the defined deadlines
Escalates, where required, to ensure outcomes are achieved
Works with other major incident team members in a 24/7 environment, hence adhering to shift plans of the team
Communicates to appropriate stakeholders in a timely fashion
Manages post major Incident activities, thereby ensuring that root cause is investigate
Reviews the performance of the people and process to ensure that it is optimal
Facilitates the service request process, to obtain root cause, performs a major incident review and the creation of any client facing reports, within the committed time frames
Provides coaching and mentoring to junior major incident team members
Performs any other related task as required

Requirements

Demonstrates Command, Control and Confidence in situations naturally
Seasoned client service orientation and impeccable relationship building skills
Ability to multi-task and prioritize with great attention to detail
Seasoned ability to manage multiple streams of activities
Excellent communication skills and documentation skills
Excellent client liaison and facilitation skills
Execution focused
Ability to work across teams/regions/functions
Ability to work with people at all levels of the organization
Ability to escalate, where required, to ensure outcomes are achieved
Bachelor's degree or equivalent in Information Technology or related field
ITIL Foundation V3 with a preference for 2 Intermediate certifications preferred
Seasoned experience in a Service Operations role within a global IT Services company
Seasoned major incident management experience preferably gained in a global IT organization

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Major Incident Manager

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