Major Incident Manager

Role & responsibilities

ITIL Process Foundation (v4 or v3-2011) Intermediate (v3-2011)| ITSM Life Cycle Management (Service Operations)Should have min. 5 years of work experience in ITSM Incident Major Incident Management process.Should have in-depth knowledge of ITSM Incident Major Incident Management processpractice.Should have experience in developing| documenting| communicating| and maintaining Incident Major Incident Management process and procedures.Should have experience in leading Incident Major Incident Management activities within a structured process framework| which includes but is not limited to the followingDeveloping| documenting| communicating| and maintaining the Incident Management process and procedures| for Supplier| Customer| and Third-Party Suppliers.Ensuring standardized methods and procedures are used to restore IT Service to the Authorized End User as quickly as possible.Developing and documenting processes regarding interfaces| interaction| and responsibilities between Level 1 support Representatives| Level 2 support Representatives| and any other internal or external persons or entities that may either raise an Incident| act on an Incident| or receive an Incident. Ensuring compliance with Incident Management processes by Supplier| Customer| and Third-Party Suppliers. Working cross-functionally| and with minimal guidance| to facilitate and lead information exchange between and among Supplier and Third-Party Suppliers to drive continued improvement in end-to-end process. Providing end-to-end traceability even when Incidents span across multiple areas or parties. Creating and maintaining an escalation matrix and process for escalating the Incidents not Resolved in the timeframes| according to the Priority of the Incident| to Customer or Suppliers management. Managing Major Incident lifecycle for Customer| Supplier| and Third-Party Suppliers. As part of service restoration for Priority 1 and Priority 2 Incidents| performing the role of Major Incident manager. Increasing visibility and communication of Incidents to the Customer Business and IT support staff Performing post-review of Priority 1 and Priority 2 Incidents to ensure proper handling and prioritization of Incident. Performing trend analysis on the volume and nature of Incidents to identify areas for improvement| and reporting on the trend analysis and improvements to Customer and Third-Party Suppliers on an agreed upon frequency. Ensuring alignment with other Service Management process interfaces as required (e.g.| Knowledge Management| Change Management| Configuration Management). Recommending continual improvements to mature the Incident Management process or tool and reduce recurring Incidents. Collaborating with Customer and Third-Party Suppliers to implement agreed upon improvements. Creating and maintaining user documentation and training materials for the process and procedures. On an agreed upon frequency| coordinating training activities|

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