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    Major Incident Manager - Dallas, United States - Tanisha Systems

    Tanisha Systems
    Tanisha Systems Dallas, United States

    3 weeks ago

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    Description

    Job Role:

    • Major Incident Manager

    Location:

    • Dallas, TX (Onsite)

    Contract:

    • Fulltime
    Job Description

    " Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs.

    " Driving the MI Bridge by involving all relevant Resolver Groups and continuing the discussions till the Major incident is resolved.

    " Informing the key stakeholders on the status of the Major incident after getting the confirmed service restoration.

    " Coordinating with the respective SMEs for the speedy resolution of the Major Incident

    " Ensuring the Major incident is resolved within the SLAs agreed with the Customer

    " Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.

    " Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.

    " Ensuring that all the resolution procedures are updated in the knowledge database / Work log

    " Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such incidents from happening in the future.

    " Ensuring that the causes for all Major incidents are analyzed and the root cause is identified (through coordinating with the Problem Management process).

    " Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on a need basis to avoid reoccurring major incidents.

    " Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.

    " Conducting the training / knowledge-sharing sessions across the teams/new joiners to avoid occurring of major incidents.


    KEY SKILLS AND COMPETENCIES
    " 10+ years exp in driving the service operations.

    " Preferably ITIL4 Foundation certified professional.

    " Strong analytical, communication, presentation, and reporting skills

    " Good leadership, people management, and operational skills

    " Should have exposure to ITIL practices.

    " Good written & verbal communication skills.

    " Experience in a helpdesk environment.

    " Highly motivated individual, with a positive & proactive 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

    " Ability to work in shifts and flexible schedule

    " Ability to motivate staff

    " Excellent team skills with the ability to listen and contribute to discussions and meetings

    " Building & Maintaining Relationships

    " End-to-end ownership for customer satisfaction through levels of support

    " Planning and organization & working well with Virtual Team

    " Virtual Team Management Skills

    " Relationship Management for services and vendors interface

    " Strong staff management skills

    " Client service oriented

    " Effective communication skills

    " Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa

    " Innovative in respect of service quality and ways in which it can be improved within the bounds of the organization s limits (resource, budgetary, legal etc).

    Regards

    Nirdosh Singh

    Sr. Account Manager (Sales)

    Tanisha Systems Inc


    Email:

    Desk:
    (phone number removed) Ext 599


    Web:
    Address:99 Wood Ave South Suite # 308,Iselin, NJ 08830


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