Assistant Manager - Major Incident Management
- Unidus Services
- 3 to 5 Yrs
- Hyderabad
- 3 years ago
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Job Description
With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world s biggest brands and we have fun doing it. Now, we re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
Transformation happens here Come, be a part of our exciting journey
Are you the one we are looking for
Inviting applications for the role of Major Incident Management
This role will consist of managing service desk team which will include performance, escalations, team admin issues and driving improvements. Along with other project related task on adhoc basis and managing relationship with stakeholders.
Responsibilities
- Manage the Service Desk and staff to provide 1st level technical support
- Managing the major incident end-to-end through to recovery
- Determining scope of the major incident
- Establishing the plan to restore IT environment and/or BAU operations
- Assembling team of technical support staff, vendors and other key personnel
- Facilitation of bridge calls to achieve earliest possible resolution
- Adherence to Asahi incident service management processes and SLAs
- Communication across key stakeholder groups
- Oversight of post-restoration stabilisation, ensuring completion of follow up actions
- Ensuring all major incident key activities, resolution and the relevant timeframes are documented in the associated incident record
- Assisting with interface to Change Management for emergency change approval
- Assist Problem Manager to construct and distribute root cause analysis (RCA) and
- improvement recommendations
- Provide reports in relation to major incident within agreed SLA timeframes
- Manage follow-up implementation of agreed improvement recommendations
Qualifications we seek in you
Minimum Qualifications- Must have a technology and service desk background
- Graduate in any stream
- ITIL certification
- Multitasking skills.
- Ability to pay attention to detail.
- Proven work experience as operations supervisor
- In-depth knowledge of performance metrics
- Good PC skills, especially MS Excel
- Excellent communication and leadership skills
- Organizational and time-management skills
- Excellent written and verbal skills
- Experience/understanding of ITIL methodology
- The ability to multitask across multiple incidents
- Understanding of SLAs and KPIs
- Experience of working in complex, high pressured environments within a 24-hour service structure
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
,Employement Category:
Employement Type: Full timeIndustry: IT - Software
Role Category: IT Operations / EDP / MIS
Functional Area: Not Applicable
Role/Responsibilies: Assistant Manager - Major Incident Management
Contact Details:
Company: Genpact IndiaLocation(s): Hyderabad
Unidus Services
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