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.

• 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 elevate; 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.

• Communication:
  Clear, presentable and excellent communication skill orally and in writing at all…