Major Incident Resolution Specialist

2 weeks ago

Scottsdale, Arizona, United States LTI Mindtree Full time
About Us

LTI Mindtree is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies.

As a digital transformation partner to more than 700+ clients, LTI Mindtree brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world.

Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, LTI Mindtree — a Larsen & Toubro Group company — combines the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation at scale.

Job DescriptionKey Role Responsibilities
  • Act as the primary point of contact for all severity 1 and business-impacting major incidents reported.
  • Plan and coordinate all activities required to monitor and report on the major incident management process.
  • Manage the detection, recording, updating, and closure of major incident records.
  • Drive seamless major incident management process execution with appropriate inputs to involved resolver groups to accelerate ticket resolution.
  • Chair the major incident management (MIM) bridge with technical teams and resolver groups for quick resolution of incidents as per agreed incident SLAs.
  • Facilitate major incident communications with key business teams and stakeholders until closure.
  • Identify, initiate, and facilitate incident review meetings as per agreed frequency and share data metrics with key stakeholders.
  • Develop and publish major incident reports with business stakeholders and groups as per agreed frequency.
  • Drive continuous improvement to ensure major incident management processes and procedure documents are documented as required.
Required Candidate Profile
  • Minimum 35 years of relevant experience working as an incident or major incident manager.
  • Should possess a good understanding of ITIL V3 service lifecycle modules.
  • Should have strong verbal, written communication, and interpersonal skills.
  • Lead role while acting as a liaison with internal and external customers.
Skills Required
  • Strong IT service management skills.
  • Should have exposure to ITSM ticketing tools, such as ServiceNow, Cherwell, Symphony, or Summit.
  • Good interpersonal, organization, and customer service skills.
  • Experience in dealing with customers for major incident resolution.
Professional Certifications
  • ITIL Intermediate or Expert Certified.
  • Certification on market-leading ITSM ticketing tools would be preferred.
Benefits and Perks

LTI Mindtree offers a comprehensive benefits package, including:

  • Comprehensive Medical Plan Covering Medical, Dental, Vision.
  • Short-Term and Long-Term Disability Coverage.
  • 401(k) Plan with Company match.
  • Life Insurance.
  • Vacation Time, Sick Leave, Paid Holidays.
  • Paid Paternity and Maternity Leave.

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level, as well as additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation, such as an annual performance-based bonus, sales incentive pay, and other forms of bonus or variable compensation.

LTI Mindtree is an equal opportunity employer committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability, or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.

In order to comply with LTI Mindtree's company COVID-19 vaccine mandate, candidates must be able to provide proof of full vaccination against COVID-19 before or by the date of hire. Alternatively, one may submit a request for reasonable accommodation from LTI Mindtree's COVID-19 vaccination mandate for approval, in accordance with applicable state and federal law, by the date of hire. Any request is subject to review through LTI Mindtree's applicable processes.

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