Incident Manager

Incident Manager

Mindtree Limited
5-10 years
Not Specified

Job Description

Job title: Incident Manager
Location: Singapore
Experience: 5 + years

Job Description:

Major Incident Management - ITIL V3

You are requested to apply if you're legally authorized to work in Singapore
KEY RESPONSIBILITIES
  • Ready to work on Singapore standard shifts (9 am - 6 pm) including weekends (no constraints, no reservations).
  • Demonstrate ownership of incident management lifecycle (triage till restoration) for all severities (Sev 0 – 4)
  • Effective bridge management skills are mandate
  • Responsible for achieving agreed SLA / OLA targets
  • Demonstrate strategic thinking, quantitative and analytical skills and collaboration
  • Ability to work under stress and handle crisis situations

Role Description
  • Act as Facilitator during Major Incidents, Crises, and other broadly impacting events
  • Engage and manage workload and priorities of key stakeholders and participants in Major Incident activity to quickly assess business impact from service or application owners and quickly identify mitigation plans
  • Interact directly with key stakeholders to proactively communicate status on active Major Incidents or Crises
  • Facilitate industry-standard Root Cause Analysis (RCA) exercises across all Major Incident and Crises’ stakeholders/participants for beginning the Problem Management cycle
  • Experience on Major Incident Management / Bridge Handling and driving till closure
  • Coordination and management of Major Incident Management process activities
  • Escalation of risks and issues to the Major Incident Management Process Owner
  • Supporting Major Incident Management reporting (KPIs and customer SLAs)
  • Assists the Major Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization
  • Assist the Major Incident Management Process Owners in ensuring consistent end-to-end application of the Major Incident Management process across the account
  • Assists the Major Incident Management Process Owner in identifying and planning for Major Incident Management process improvement projects
  • Drives implementation of standard execution of the Major Incident Management process
  • Develop and deliver Post-Mortem reports for distribution to executive audience(s)
  • Agrees issue definition, action plan and success criteria with customer (during emergency mode)
  • Record and classify received Incidents and undertake an immediate effort in order to restore a failed DC Service as quickly as possible
  • Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
  • Verify resolution with users and resolve Incidents ticketing tools
  • Owns all Incidents and Service Requests throughout the lifecycle
  • Document troubleshooting steps and service restoration details
  • Create and submit knowledge articles
  • Liaison between Data center and requestor

Must have skills:
  • Practical experience with incident/outage and crisis management
  • Experience in sending leadership communications on Incidents
  • Demonstrated strategic and tactical thinking, quantitative and analytical skills, while under pressure
  • Excellent problem resolution, judgment, negotiation and decision-making skills
  • Strong Understanding and knowledge of physical datacenters and their related infrastructure or resources such as power, rack space, CE Infrastructures (e.g. UPS, Generators, AHU) etc.
  • Excellent analytical and troubleshooting skills
  • 5 + years of IT experience.
  • Ready to work on Weekends and public holidays too (Saturday and Sunday) (Alternate week offs will be given)
  • Strong fault analysis/determination and problem-solving skills
  • Experience with ITIL compliant incident management
  • Scripting experience will be a value add

Mindtree Limited

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Functions : IT

Industries : Banking/Accounting/Financial Services, ITES/BPO, IT/Computers - Hardware & Networking, IT/Computers - Software

Skills/Roles I hire for: IT Technologies

level Hiring For: Mid Level, High Level, Top Management

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