Major Incident Management - Engineer Service Management

Overview

Oversees, facilitates and administers ITIL-based service support, including major incident management and service coordination for an assigned client base.

What you'll do

• Provide capture support for Major Incident Management (MIM) processes, gathering incident information, assisting with business impact assessment, documenting root cause, coordinating with resolver teams and communicating with stakeholders through resolution.
• Contribute to the development and maintenance of MIM documentation.
• Participate in and/or facilitate process-related meetings for engagements.
• Generate and distribute reports and/or provide dashboards for Strategic Partners.
• Monitor changes for completeness for internal support, perform post-implementation reviews, engage Problem Management for unauthorized change activity, and review and document RCA details.
• Facilitate process-related meetings such as Daily Operations, Change Advisory Board, Problem Review Board, etc. for internal support.
• Maintain high standards of written and verbal communication.
• Interface with internal resources and/or clients to manage ESM processes on a day-to-day basis.
• Communicate necessary changes to in-scope documentation to supplier stakeholders.
• Take appropriate actions to correct in-scope processes (Service Levels, XLA and/or operational levels) and compliance issues for internal support.
• Incorporate client updates into in-scope ITIL policies and processes based on contractual agreement.
• Provide training and mentoring for functional teams to ensure process guidelines are understood and followed.
• Participate in weekly governance meetings.
• Perform routine auditing of Change management schedules.

What you'll need

• Any degree and 2-4 years' relevant experience, or equivalent combination of education and experience.

Details

• Location: Bangalore, India.