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Incident Response Manager
1 week ago
**Job Overview**
Futran Tech Solutions Pvt. Ltd. is seeking a highly skilled Major Incident Manager to join our team. As a key member of our service operations, you will be responsible for driving the major incident management process and ensuring seamless service restoration.
**Responsibilities**
- Act as a single point of contact (SPOC) for customers to provide status updates during major incidents.
- Drive the Major Incident Bridge by engaging relevant resolver groups and facilitating discussions until resolution.
- Inform key stakeholders on major incident status after confirmed service restoration.
- Coordinate with subject matter experts (SMEs) for swift resolution of major incidents.
- Ensure major incidents are resolved within agreed service level agreements (SLAs).
- Take preventive measures to minimize service and business impact in case of prolonged resolution times.
- Conduct thorough analysis and prepare major incident reports (MIRs) for all closed incidents.
- Update resolution procedures in knowledge databases and work logs.
- Facilitate review meetings with relevant members to identify triggers, causes, and prevention strategies for future incidents.
- Collaborate with problem management to analyze causes and identify root causes.
- Work with process managers to prevent reoccurring major incidents.
- Provide regular (monthly) reports on major incident management process status.
- Conduct training and knowledge-sharing sessions to avoid future major incidents.
**Required Skills and Qualifications**
- 10+ years of experience in driving service operations.
- Preferably ITIL 4 Foundation certified professional.
- Strong analytical, communication, presentation, and reporting skills.
- Good leadership, people management, and operational skills.
- Experience in helpdesk environments.
- Highly motivated individual with a positive and proactive attitude.
- Ability to work in shifts and flexible schedules.
- Excellent team skills with the ability to listen and contribute to discussions.
- Strong staff management skills.
- Client service orientation.
- Effective communication skills.
- Reasonable technical understanding.
**Benefits**
We offer a competitive compensation package, opportunities for growth and development, and a dynamic work environment.