Incident Management || 5 to 8 yrs || Mumbai

Incident Manager – 5 to 8 years

We are looking to hire Incident Manager  with 5 – 8 years of exp in Mumbai  location


Role Description (Role & Responsibilities)

The role of the Major Incident Manager is to undertake management of Major Incidents, ensuring that they are managed and communicated within the scope of Service Level Agreement, securing that all engaged parties perform up to high standards and follow agrees process. The role ensures that the output from Major Incident Management process is of high quality and provides management with the right level of business intelligence. The primary goal of Major Incident Manager 1 is, as a matter of urgency, to minimize or remove the adverse impact of Incidents on the business that is caused by errors within the IT Infrastructure, process failures, engaged staff competencies. The ultimate objective is to restore IT services as soon as possible. The role of Major Incident Manager 1 is embedded into Service Management Team and therefore works closely with Incident Management, Problem Management, Change Management, Service Desk Capgemini Service Tower Management Leads, Service Delivery Managers and at times directly with the Customer. To build and maintain effective working relationships across tiers (Capgemini, Client, 3rd Party and Partner contacts).The role closely aligns with Capgemini's ITIL best practices.


Specification / Skills / Experience

• Asses business impact and urgency, declare Major Incident or trigger business continuity procedures or disaster recovery invocation scripts;
• Manage the process of the service restoration or impact reduction;
• Ensures that cross -SDO incidents are resolved effectively securing end-to-end Service Level Agreement and Service Management;
• Identifies and takes control of unallocated incidents e.g. ‘gray space’;
• Acts as escalation point for SDOs where resolution ownership is disputed;
• Provides guidance and assistance to SDOs to ensure a globally consistent approach to operational processes;
• Provides consistent communications in scope of the process and services;
• Provides high quality reports and communications;
• Ensures that customer’s business interests are maintained over and above those of any specific SDO;
• Cooperates with various SDOs, Incident Managers, and Regional/Global Change Managers;
• Oversees the Incident Management process delivery;
• Pro-actively Identify operational issues and drive resolution working directly with the client and SDOs;
• Facilitates and lead operational and management oriented meetings;
• Own send-to-end outage and business notifications;
• Acts as SME for the Incident Management processes;
• Supports the effective operation of the Major Incident Management Process;
• Ensures that stakeholder resources are appropriately identified and coached;
• Support of continuous service improvement is an pivotal element of the role;
• Is aware of the service performance and supports improvements implementation;


Location: Mumbai

Experience: 5 – 8 years


Primary Skills (Must have)

• Computer systems knowledge systems integration and architecture concepts;
• Understanding of cross systems interrelations in context of the global business process;
• Expect major part of experience in IT, with emphasis on operational management;
• Good Management and communication skills, leadership of Incident Management meetings;
• Experience of working directly with business and service managers;
• Experience of managing virtual teams to deliver Incident Management processes and  working cross functionally.

• Service Management proven successful performance;
• Wide understanding of Service Management and clear commitment to Service Management Framework;
• ITIL certification (ITIL-Foundation).
• Experience of 24*7 shift working;
• Ability to develop training material, schedule and facilitate training sessions for internal and external resources, mentoring skills;
• Experience in handling escalations in a timely and effective manner;
• Experienced in managing multiple urgent tasks when considering client's business impact.


Nirmala B