Major Incident & Escalations Manager

Key Competencies:

• Autonomy – Perform day- to-day activities under routine supervision with major discretion in managing problem investigations or recurring events/incident(s) by providing solutions in coordination with relevant technical resolver groups
• Influence – Ensure regular interaction with management and may influence immediate colleagues and liaise with other teams as and when required.
• Ensure more influence in own domain by well coordinating with off-shore and on-shore teams spread across service desk management, technical resolver groups, problem management, service managers – wherever applicable
• Complexity – responsible to analyze trends & to ensure consistent reporting as per client requirement from an end-to-end Major Incident Management perspective
• Business skills – demonstrate ability to understand and use of appropriate methods, tools and applications having rational and organized approach to work.
• To ensure proper recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with Problem Management, Change Management, and Configuration Management – wherever applicable
• Able to: plan, work in a team, schedule and monitor own work within specified deadlines.
• To absorb technical information when it is presented systematically and apply it effectively.
• To implicate practical experience of service management systems.
• To discuss & propose solutions to service impacting problems and documenting all activities within the corporate tool set.
• To maintain a high standard of service delivery and associated documentation.

Primary Responsibilities:

• Escalation Management: co-ordinate with the Service Desk, Incident Co-coordinators and Service Delivery Managers in the identification of Escalation & Major Incidents.
• Manage Major Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT support staff and Customers to ensure accurate and appropriate communications during Escalation/Major Incidents.
• Problem Management: manage Problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems.
• Post Incident Reviews: call and chair Post Incident Review meetings following Major Incidents; issue a written Report to Management; ensure identified actions are completed in a timely manner.
• Trend Analysis: produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts., hardware types etc.; hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved.
• Internal Customer Interface: delivering & managing high standard communications across Customers and Service area to ensure that Escalated Incidents & Problems are dealt with by priority and customer needs, providing regular communications to Customers across the organization; provide a practical representation of the Customer view within the Team and the Service Organization; attend Customer meetings, review SLA performance, take part in new projects and represent the Service viewpoint & input.

• Qualifications: SC – IT, BCS, BCA, Bachelor Degree, and/or 3 years IT diploma or equivalent.
• Experience:
• 5-8 Years working in an ITSM / Service Delivery Role  
• At least 4 years work experience in Technology Industry and Service Desk / Help Desk environments
• Advanced working knowledge of Customer Service
• Professional skills: IT Service Desk Management, ITSM, Network+, CCNA or above will be an added advantage.
• Essentials – ITIL v3 foundation
• Desirable – Understanding of Infratructure Services (Network,  Server and/or Storage technologies),  basic IT hardware & networking concepts, experience of ITIL Service Support and Delivery processes.

                          Additional Competencies:

• Communication: Clear, presentable and excellent communication skill orally and in writing at all levels to initiate and develop effective dialogue with colleagues.
• Working Together: able to work in a team, plan, present, schedule & monitor own work according to team’s need and project requirement.
• Commitment: well organized, disciplined and practical approach.
• Persuasiveness: willing to work under routine supervision to identify and resolving complex issues and to advise and formulate strategies
• Analytical Ability: able to grasp new concepts, approaches and systems. Identifies purpose and objectives & Implements decision and evaluates results. Good problem solving skills.
• Creativity: willing to and motivated enough to develop new ideas, unique and novel solutions to problems and to absorb technical information when it is presented systematically and to apply it effectively.

Job Motivation: high level of interest and enthusiasm for job responsibilities and can do attitude.

NB: Candidates MUST be willing to work in a 24x7 shift rotation