Cross-Functional Lead

Job Description

Do RESPONSIBILITIES •    Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs 

•    Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved

•    Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.

•    Coordinating with the respective SMEs for 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 happening in future.

•    Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process)

•    Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the 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 the major incidents

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KEY SKILLS AND COMPETENCIES •    8-10 years exp in driving the service operations. 

•    Min 8 year of experience in managing the IM and MIM processes

•    Preferably ITIL Expert, or Min two ITIL Intermediate 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 helpdesk environment

•    Highly motivated individual, with a positive & pro-active 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 shift and flexible schedule 

•    Ability to motivate staff 

•    Excellent team skills with 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

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Mandatory Skills: ITIL Incident Mgmt

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Experience: >10 YEARS

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