Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Critical Incident Management
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
Role Overview:
The Major Incident Manager (MIM) is accountable for the end-to-end management of all IT major incidents, from identification through resolution. This includes chairing critical investigation meetings, driving resolution activities, and coordinating cross-functional teams, including third parties. The role also focuses on minimizing incident impact, preventing recurring issues, and optimizing incident management processes and documentation. Given the client s demanding environment, the MIM must operate with a high degree of independence, ensure timely decision-making, and uphold rigorous standards for reporting and communication.
Key Responsibilities:
Incident Leadership & Facilitation: Lead and facilitate major incident investigations, ensuring a structured approach to root cause analysis. Chair and drive incident resolution meetings and conference calls with internal teams and external vendors.
Incident Resolution: Take ownership of driving incident resolution, ensuring either a permanent fix or a suitable workaround is implemented in a timely manner. Maintain accountability for meeting incident resolution SLAs and minimizing service disruption.
Post-Incident Reviews: Oversee the documentation of post-major incident reviews (PIRs), ensuring thorough analysis and appropriate follow-up actions to prevent recurrence. Ensure PIRs and other incident records are consistently updated.
Process & Knowledge Management: Actively contribute to process improvements, knowledge base updates, and incident management best practices. Ensure the knowledge base is up-to-date, accurate, and effectively utilized to prevent future incidents.
Reporting & Metrics: Provide regular reporting on major incident metrics, trends, and performance against KPIs. Use data to identify opportunities for process optimization and incident reduction.
Vendor & Stakeholder Coordination: Coordinate and collaborate with multiple vendors and third-party service providers, ensuring alignment and prompt resolution
Bengaluru
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