Incident Manager

With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing., People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Welcome to the relentless pursuit of better.

In this role, person will follow a process to oversee the Major Incident Management process. This person will coordinate between IT Infra & application departments to ensure the timely resolution of major incidents, follow a detailed process of problem management and, resolution management.

Will make independent decisions regarding new processes and procedures for the Major Incident Management process.

This role is work from office.

Responsibilities

• Designs and continuously improves documented procedures for Major Incident Management.
• Leads Major Incident Management bridge calls, ensures prompt action on behalf of all teams involved.
• Make recommendations to management regarding improvements, and concerns.
• Deliver high-quality incident management and problem management for any high severity issues.
• Drive reduction in Mean Time to Repair (MTTR) by improving incident and problem management processes.
• Prioritize incidents and problems based on urgency and impact to the business.
• Drive Incident Manager training materials and execute training programs.
• Write and maintain documentation for incident protocols, processes, and standards.
• Engage and coordinate relevant personnel from all teams during incident and problem resolution Improve internal incident and problem communication strategies.
• Collaborate with problem owners to investigate root causes and facilitate resolution in adherence with established SLAs.

Qualifications we seek in you!

Minimum Qualifications

• Bachelor's degree in information technology, engineering, or a related field.
• 8+ yrs experience working in IT service management, being IM or a similar role. Tech support experience is helpful.
• Experience and tenacity in driving resolution of complex issues; always stay calm even in bad crisis situations.
• Excellent written and verbal communication skills are a must. The ability to effectively communicate is significant.
• Ability to analyse a high volume of technical data and work in a fast-paced environment.
• Experience leading teams to support meeting a contractual service level agreement ITSM experience, especially with Problem, Change, and Incident Management

Preferred Qualifications/ Skills

• Knowledge of tools such as METIS, JIRA, COMITS will be added advantage