tanishasystems
Boston, MA
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Job Description :
Job Role:- Major Incident Manager
Location:- Dallas, TX (Onsite)
Contract:- Fulltime
Job Description
" Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs.
" Driving the MI Bridge by involving all relevant Resolver Groups and continuing the discussions till the Major incident is resolved.
" Informing the key stakeholders on the status of the Major incident after getting the confirmed service restoration.
" Coordinating with the respective SMEs for the speedy resolution of the Major Incident
" Ensuring the Major incident is resolved within the SLAs agreed with the Customer
" Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
" Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.
" Ensuring that all the resolution procedures are updated in the knowledge database / Work log
" Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such incidents from happening in the future.
" Ensuring that the causes for all Major incidents are analyzed and the root cause is identified (through coordinating with the Problem Management process).
" Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on a need basis to avoid reoccurring major incidents.
" Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.
" Conducting the training / knowledge-sharing sessions across the teams/new joiners to avoid occurring of major incidents.
KEY SKILLS AND COMPETENCIES
" 10+ years exp in driving the service operations.
" Preferably ITIL4 Foundation certified professional.
" Strong analytical, communication, presentation, and reporting skills
" Good leadership, people management, and operational skills
" Should have exposure to ITIL practices.
" Good written & verbal communication skills.
" Experience in a helpdesk environment.
" Highly motivated individual, with a positive & proactive attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere
" Ability to work in shifts and flexible schedule
" Ability to motivate staff
" Excellent team skills with the 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
" Strong staff management skills
" Client service oriented
" Effective communication skills
" Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa
" Innovative in respect of service quality and ways in which it can be improved within the bounds of the organization s limits (resource, budgetary, legal etc).
Nirdosh Singh
Sr. Account Manager (Sales)
Tanisha Systems Inc
Email: nirdosh@
Desk: Ext 599
Web:
Address:99 Wood Ave South Suite # 308,Iselin, NJ 08830

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Client : Tanisha Systems
             

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