Do
RESPONSIBILITIES
âÃÂâ Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs
âÃÂâ Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved
âÃÂâ Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.
âÃÂâ Coordinating with the respective SMEs for speedy resolution of the Major Incident
âÃÂâ Ensuring the Major incident is resolved within the SLAs agreed with the Customer
âÃÂâ Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
âÃÂâ Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.
âÃÂâ Ensuring that all the resolution procedures are updated in the knowledge database / Work log
âÃÂâ Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future.
âÃÂâ Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process)
âÃÂâ Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents
âÃÂâ Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.
âÃÂâ Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents
KEY SKILLS AND COMPETENCIES
âÃÂâ 8-10 years exp in driving the service operations.
âÃÂâ Min 8 year of experience in managing the IM and MIM processes
âÃÂâ Preferably ITIL Expert, or Min two ITIL Intermediate certified professional
âÃÂâ Strong analytical, communication, presentation and reporting skills
âÃÂâ Good leadership, people management and operational skills
âÃÂâ Should have exposure to ITIL practices.
âÃÂâ Good written & verbal communication skills
âÃÂâ Experience in helpdesk environment
âÃÂâ Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere
âÃÂâ Ability to work in shift and flexible schedule
âÃÂâ Ability to motivate staff
âÃÂâ Excellent team skills with ability to listen and contribute to discussions and meetings
âÃÂâ Building & Maintaining Relationships
âÃÂâ End to end ownership for customer satisfaction through levels of support
âÃÂâ Planning and organization & working well with Virtual Team
âÃÂâ Virtual Team Management Skills
âÃÂâ Relationship Management for services and vendors interface
Source: Wipro careers — Read the original posting and apply
This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.
Wipro is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam K... Read More
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