Major Incident Manager

Position Description

Role title: Technology Operations Service Coordinator
Location: Gurgaon
Department: Group Technology Operations
 

Position objective:
As a Service Management Coordinator, you will play a crucial role in safeguarding our Technology Operations. This newly created position is responsible for Major Incident Management, Change Coordination, and Problem Management. You will work closely with various stakeholders to ensure the smooth operation and integrity of our technology services. Collaborating with multiple teams, you will help resolve incidents, reduce risks, and support the overall service management strategy, ensuring maximum performance and availability across all business units.

Areas of Activity and Key Responsibilities

Incident Management

• Lead the execution of Major Incident Management (MIM) response.
• Collaborate with multiple stakeholder groups to ensure incidents are resolved in alignment with organisational SLAs.
• Facilitate communication and coordination during high-pressure incidents to minimize service impact.
• Maintain accurate records of incidents, including actions taken and outcomes, to support future analyses and audits.
• Lead post-incident reviews to evaluate response effectiveness, identify lessons learned, and recommend process improvements.
• Ensure adherence to technology policies, procedures, and regulatory requirements during incident management.
• Participate in the Major Incident Management 24/7 On-Call roster.

IT Change Management

• Assess and prioritize change requests, ensuring alignment with business objectives and risk management practices.
• Chair the Change Advisory Board (CAB) to ensure all IT changes undergo proper vetting and approval.
• Collaborate with various IT teams and stakeholders to facilitate change planning, scheduling, and execution.
• Maintain detailed records of all change requests, including approvals, implementation plans, and post-implementation reviews.
• Review impact assessments for proposed changes.
• Lead post-change reviews of unsuccessful changes to evaluate issues, gather feedback, and identify areas for improvement.
• Ensure all change management activities comply with internal policies, industry standards, and regulatory requirements.

Problem Management

• Lead investigations to determine the root cause of recurring incidents, collaborating with relevant teams to gather data and insights.
• Proactively identify and categorize problems by analyzing incident trends and patterns to prevent future incidents.
• Maintain comprehensive records of problems, including root cause analyses, workarounds, and resolutions.
• Develop and implement action plans for problem resolution, including defining priorities and coordinating activities with relevant teams.

Reporting

• Prepare and present regular reports on SLA, incidents, changes, and problem statistics.

Experience and Qualifications

• Minimum of 3 years' experience in a similar role.
• Experience managing and leading Major Incidents in high-pressure events.
• Advanced understanding of ITIL processes, especially in Incident, Problem, and Change Management.
• Excellent communication and interpersonal skills with the ability to build strong relationships across all levels.
• Ability to manage multiple priorities and work under pressure.
• Strong analytical and problem-solving skills.