Major Incident Manager

  Wipro

  Hyderabad      170,000 to 1,250,000  INR | PA  Skills : IM & MIM Proccess, ITIL, leadership, Operational Skills

Job Description

 As a single point of contact for customers, it is essential to keep them informed about the status of any major incidents that may arise. This involves driving the Major Incident (MI) Bridge and engaging all relevant Resolver Groups until the incident is resolved. Throughout the process, it is important to keep key stakeholders informed of the situation, and provide confirmed updates once service is restored.

Key Responsibilites

  To ensure that the incident is resolved as quickly and efficiently as possible, it is necessary to coordinate with Subject Matter Experts (SMEs) and take all necessary preventive measures. This will help to minimize any potential service disruptions or negative impacts on the business.
  • After closing a Major Incident, it is crucial to conduct a thorough analysis and prepare a Major Incident Report (MIR) to document the incident and its resolution. This report will help to identify any gaps or areas for improvement in the resolution procedures, which should be updated in the knowledge database and work log for future reference.
  • To prevent similar incidents from occurring in the future, it is essential to conduct a review meeting with relevant team members to identify the triggers and root causes of the incident. Coordinating with the problem management process can also help to identify the root cause of the incident and develop preventive measures.
  • In addition to preventing future incidents, it is necessary to coordinate with process managers (capacity manager, availability manager, IT service continuity manager, etc.) as needed to avoid reoccurrence of Major Incidents.
  • To keep stakeholders informed of the overall status of the Major Incident Management Process, it is important to provide regular monthly reports. This will help to identify any trends or recurring issues and make adjustments to the process as needed.
  • Finally, conducting training and knowledge sharing sessions across teams and for new joiners can help to prevent Major Incidents from occurring. By promoting a culture of proactive incident management, you can help to minimize the impact of incidents on your organization and maintain high levels of customer satisfaction.
  • Important Points

      It is also important to adhere to any agreed-upon Service Level Agreements (SLAs) with the customer, and ensure that the incident is resolved within the designated timeframe. By effectively managing the incident, you can help to maintain a high level of c

     Posted On : 2023-03-13

     Last Date : 

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