Description

Key Skills: Incident, ITIL, Incident Management, RCA, Operational KPIs

Roles and Responsibilities:

• Own and manage Major Incident and Problem Management processes in line with ITIL practices.
• Perform impact analysis and qualify Major Incidents; act as the Major Incident Manager for end-to-end coordination and communication.
• Lead the Major Incident Management (MIM) bridge and drive incidents toward the quickest possible resolution.
• Provide periodic updates to stakeholders during major incidents and ensure process governance and SLA compliance.
• Conduct Major Incident Reviews (MIR) and perform Root Cause Analysis (RCA), including 5 Whys, to drive problem management and prevention.

Skills Required:

• 4 - 8 years of relevant experience in Major Incident/Problem Management or IT Service Management.
• Strong understanding of ITIL-based incident and problem processes.
• Incident Management
• Incident management and Major Incident handling
• Root Cause Analysis (RCA) for Major Incident Reviews

Good to Have:

• Operational KPIs

Education: Bachelor's Degree in related field

Key Skills

Education

Any Graduate