Major Incident Manager

Operations Engineer

Project Role : Operations Engineer
Project Role Description : Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement.
Must have skills : Critical Incident Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an Operations Engineer, a typical day involves overseeing the smooth functioning of production systems and services, ensuring they meet operational requirements and service agreements. This role requires continuous monitoring, managing delivery processes, and promptly addressing any issues that arise to maintain system reliability and performance. The position demands coordination with various teams to uphold service standards and support operational excellence throughout the day.

Job Title: Major Incident Manager

Location: Pune/Bangalore

Role Overview: We are looking for motivated and skilled MIM resource to join our enterprise MIM team. We manage MIM process for Infra and application space with the aspiration to look for automation using Agentic and AI solutions.

Key Responsibilities:
Triage with all the appropriate support teams to expedite troubleshooting on a technical bridge and business bridges for Major Incidents
Ensuring that relevant & required technical support teams and application owners are being engaged.
Drives higher level escalations with operational support groups and escalation to Production Support Manager to assess business impact.
Senior management Communication, incident status/update as per process to P1 stakeholders inclusive to summarize on Critical and High Priority Major Incidents
Skilled on priority determination based on extracted information and impacts
Review any recent infrastructure changes that might be related to the CIs linked to the incident
Keep close watch on critical alerts during the shift to ensure the GCC / NCC level 1 support addresses the alerts timely to avoid any potential outages
Review and approve emergency change in accordance with the change management process.
Providing status of the situation anytime a senior request arises and explain at technical and business level.
Capture incident chronology and provide incident summary report to GCC Management and Problem Management for Root Cause Analysis.
Handle and deal with Executive Management calls
Prepare and perform GCC Major Incident Manager daily turnover to ensure all the incidents that are managed within the shift are handed over to the incoming shift

Major Incident Manager.
Prepare and communicate Major Incident reports (Daily/Weekly/Monthly) to Senior Management.
Review Emergency changes and validate business impact prior to approving change

Required Skills & Qualifications MIM and ITSM, ITIL certification with 18 years of full time education

Preferred Skills & Qualifications(If Any) Good in communication and writing emails

Shift Details: (Mandatory) 24*7 Including night shift and weekends

Additional Information:
Additional Information align with project RTO
- The candidate should have minimum 5 years of experience in Critical Incident Management.
- This position is based at our Kolkata office.
- A 15 years full time education is required.