Project Role : Service Management Practitioner
Project Role Description : Support the delivery of programs, projects or managed services. Coordinate projects through contract management and shared service coordination. Develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable strategic agenda.
Must have skills : Incident Management
Good to have skills : Critical Incident Management, JavaScript, J Query, CSS3
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Role: Major Incident & Problem manager. Time : 24X7 – Rotational shifts and Oncall support during weekends. Role Description: Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls. Forming collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completed. The Major Incident Manager/ Incident manager is responsible for the end-to-end management of all IT major incidents and escalated issues. Responsible for managing the lifecycle of all Problems Records & Knowledge Articles. Provide problem & knowledge management reporting. Also, one of the primary objectives is to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented & manage quality knowledge base. Must Have Skill: ITIL /SIAM Foundation Certified, Good To-Have Skill: SIAM Professional, ITIL Intermediate and Azure Fundamentals certified. Key responsibilities: IM/MIM: Their role and responsibilities are extremely varied and include (amongst others): Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls. Forming collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completed. Matrix management of people, processes and resources including third parties - including resolving conflict to move forward to resolution. Being accountable for resolving the outage via workaround or permanent fix. Ensuring all administration and reports are maintained and up to date, including contacts information, post major incident reviews. Supporting and nurturing process improvements and knowledge base improvements. Continually maintaining and developing tools and resources to manage major incidents effectively. Providing periodic major incident metrics reports. Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process among multiple vendors. Problem Management: Communicate the Problem Management Policies and Procedures to the Service Providers and the Client. Provide support and guidance to the Client and its Service Providers in fulfilling their problem management roles and responsibilities. Log Problems in accordance with the Problem Management Policies and Procedures Identify, prioritize, and assist to manage through to resolution those Problems that cause or have the potential to cause business disruption Assign Problems to the appropriate Service Provider resolver group. Coordinate Problem Management activities which span multiple Service Providers Receive Problems for external assignment from Service Provider and assign them to the appropriate Service Provider. Ensure Service Providers conduct Root Cause Analysis on any Problems raised and the Problem record is updated accordingly to reflect the analysis. Review Service Provider management information monthly and produce its own expert trend analysis and management summaries to identify trends or significant changes or increases in Problem volumes for discussion with the Client and the Service Provider at the appropriate forums. Proactively monitor Problem volumes. Collate, maintain, and publish to the Client accurate and up to date information on Problems, Workarounds and Known Errors. Technical Experience: Good to have basic Azure/SAP/SaaS/Network/EUC fundamental knowledge. Professional Attributes: A good verbal and written communication skill to connect and drive major clients calls. Ability to operate independently and make effective decision with little direct supervision. Problem Solving & Strategic thinking. Educational Qualification: Any bachelor’s degree.

15 years full time education

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