Assistant Manager - Critical Incident Manager
- Genpact India
- 3 to 6 Yrs
- Noida, Gurugram
- 4 years ago
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Job Description
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Are you the one we are looking for
Inviting applications for the role of Assistant Manager, Critical Incident Manager
Responsibilities
The role is to manage Major IT Incidents related to different platforms, technologies and coming from across the organization.
Responsible for driving conference bridge(s) and Managing communication for high priority incidents and any service disruption in infrastructure (P1/P2/P3) in 24*7 environment.
End to end ownership of major incidents with potential or actual business, financial, regulatory, or reputational impact.
Drives restoration of impacted service while meeting the required service levels.
Driving the efficiency and effectiveness of the incident management process.
Ensuring that all IT teams follow the incident management process for every incident.
Reviews and sponsors Urgent changes required to resolve an incident or to meet target deadlines.
Identify and create problem records. Drive Major Problem Reviews and agree upon the ownership of Corrective Action Plans
Acts as overall in charge during a shift managing both application and infrastructure operational teams. Makes decisions on behalf of the group to mitigate risks and ensure business continuity.
Monitoring the effectiveness of incident management and making recommendations for improvement.
Keeps track of operational improvement areas and suggests process improvement base on case studies to Service Owners.
Driving, developing, managing, and maintaining the major incident process and associated procedures.
Check ServiceNow que regularly and take care of tickets assigned to team.
Publish notifications as well as regular updates for Senior leadership consumption
Preparing Daily, Weekly & Monthly reports
Responsible for transition of Infrastructure Operations shifts
Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA
Implementation and maintenance of the ITSM platform, processes and procedures across the internal organizations and external providers (as appropriate)
Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service Providers to support Incident diagnosis, reporting, and tracking and resolution
Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities.
Design, implement and manage the Incident Management process including creating and updating all Incident Management documentation
Designing and Building report for the account and working towards implementation of the same
Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Process Coordinator
Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
Promote and reinforce adherence to the process and policies associated with Incident Management
Ensure the design of the Incident process aligns with the business and industry best practices
Qualification we seek in you
Minimum qualifications
Relevant years of experience as a Major/Critical Incident Manager.
Should have advance knowledge of Network/Servers/Telephony/Cloud. Technical certification like MCP/CCNA/Advance diploma etc. is must.
ITIL Trained, Tested and Certified. (ITIL Foundation Certified)
Advance Knowledge of Microsoft Excel.
Working Experience of ServiceNow (Ticketing tool) & knowledge of ServiceNow based reporting.
Excellent English communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations.
Excellent knowledge, experience, and excellence within the specific area of Major Incident Management
Resource should be stable, no frequent job changes.
Strong interpersonal and teamwork skills
Can work on the shift and urgent case support during holiday or Out of office Hour.
Assertive and able to work successfully in a fast-paced work environment
Preferred Qualification
Exceptional organizational, prioritizing, and multi-tasking skills
Demonstrate High level of energy and flexibility
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
,Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: IT Operations / EDP / MISFunctional Area: Not ApplicableRole/Responsibilies: Assistant Manager - Critical Incident ManagerContact Details:
Company: Genpact IndiaLocation(s): Noida, Gurugram
Genpact India
Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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