Position Name : MIM

Experience Required : 2 - 6 years

Location : Mumbai, bangalore

Notice Period : Immediate - 15 days

Salary : As per market standard

JD's :

Should be able to support 24 X 7 process

More than 2 years of experience in handling Major Incident

Investigating and diagnosing incidents to restore a failed IT Service as quickly as possible

Managing the process to restore normal service operation as quickly as possible to minimize the impact to business operations

Undertaking the responsibilities of Shift Lead and providing guidance to the other Incident Process Coordinators

Ensuring the closure of all resolved as well as end-user confirmed Incident records

Ensuring that all IT teams follow the incident management process for every incident

Point of contact for all Major Incidents

Monitor the incidents to ensure that the Service Level Agreements SLA and Operational Level OLA Agreements are respected

Identify initiate schedule and conduct incident reviews with respective resolver groups and stakeholder if required

Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements SLA or Operational Level Agreements OLA

Sending an outage notification against occurrence of any major incident and to share its updates with stakeholders

Determining if an incident needs to be escalated according to priority and severity of issue

Escalate unresolved incidents to SDMs and higher management for faster resolution

Driving developing managing and maintaining the major incident process and associated procedures

Contribution to ongoing process and operational improvements by Doing Audits and Analysis of the Major Incidents 

Regular connects with SDMs and BRMs throughout the life cycle of Major Incident

Proactive and flexible in work

Ability to identify trouble spots quickly and an excellent team player