Description: Provides role clarity, communication and facilitation during a Major Incident where the Priority is 1-Critical, and the impact involves a Critical Business Application or Core Infrastructure Service (Crisis) Responsibilities: Participate in weekly on-call rotation; Respond timely to messages from Service Desk to join the Crisis Bridge 332 Major Incident Manager jobs available on Indeed.co.in. All rights reserved. Obtain knowledge by looking at the given incident management interview … Includes financial forecasting and preparation of necessary documents (e.g., EVAs, ROI), Project Management: Ability to use appropriate tools and techniques to plan secure resources for manage assist and ensure the progress and ultimate completion of designated projects; effectively manage time and resources to ensure that work is completed efficiently, Responds to all communication inputs regarding unplanned service interruptions from customers and internal IT, Performs systems monitoring using multiple tools (HP Product Suites), being constantly aware of application or infrastructure issues across all production environments, Leads/Performs incident detection, investigation, diagnosis, support, closure and reporting, Leads/Performs logging, categorization and prioritization of incidents (impact + urgency), Ensures that assigned incidents are managed robustly & effectively and that any customer/business impact is identified and minimized, Ensures all significant/business critical incidents are reported and escalated appropriately, Ensures standard incident management does not meet bottlenecks with escalations happening as effectively as possible, Ensures that incident ticket communication/documentation is accurate, timely, clear and concise, Provides documentation for Known Error Data Base (KEDB) or similar depository, Assists in Change Management process, reviewing changes to the NBC Universal production environment including implementation, test, and rollback plans, and ensuring all changes have full approval prior to implementation, Identifies and assists in post incident review activity to prevent repeat incidents (proactive remediation), Increases communication & partnerships with IT teams and business partners in an effort to provide the best possible service, Identifies/develops solutions to maximize operational effectiveness and efficiency, Fosters a culture of teamwork, unity, accountability, responsibility and respect, B.S. Managed customer/management … Assists the team lead in maintaining and updating documents in … ITIL certification in Support and Restore is highly preferred, Minimum 10 years of Incident Management Process experience, preferably in a broad based global infrastructure enterprise is required, Continuous development & daily management of service quality focused on increasing customer satisfaction via reduced Mean time to Repair, decreased ticket aging times, and increased data quality is required, A demonstrated commitment to service management (ITIL) disciplines (Service Desk, Incident Management, Problem Management, Change Management) is required, Ability to manage relationships with senior global business and technology management as well as other team members is required, An understanding of Severity Matrix, Service Level Agreements, and Support matrixes is required, Strong interpersonal & relationship skills, ability to develop others, and general leadership qualities is required, Must have excellent written/verbal communication skills, Six Sigma, PMP certifications is preferred, Ability to communicate technical terms into business term language is required.Info Technology, Representing your region in global customer care team activities, initiatives and projects, Marketing our services through online design and development, Maintaining enhancements in the various WEBi dashboards, Understanding Customer Survey comments and driving advances in results, Analysing KPI trends, identifying and implementing improvement action plans, Ensuring continuous improvements on non-compliance areas to Incident & Knowledge Management Best Practices, Building effective relationships with business partners and regional teams, understanding their requirements and challenges, and acting as the key contact specialist, Knowledge sharing, coaching and training customer care teams on our Standards and best practices to ensure compliance, Lead and manage the response to Digital security incidents, minimizing the risk to BP's information assets, data and services, Manage high priority security incidents to closure, ensuring timely containment of threats, Conduct post-incident reviews assessing the effectiveness of the controls, monitoring and responses to improve BP's cyber resilience, Manage the quality of communications to stakeholders ensuring that major incident communications are accurate, relevant, concise and timely, Enhance the design, documentation, and implementation incident response processes, procedures, guidelines, and solutions, Create and maintain operational reports for Key Performance Indicators and Monthly Metrics, Lead and coordinate large-scale cyber exercises to ensure continuous improvement in BP's Digital Security response, Build close working relationships with the segment Heads of Digital Security, Digital Security Risk Officers, Service Management Office, Intelligence Security & Crisis & Continuity Management, Business Integrity, Group Communications and Key Strategic Suppliers whose support and knowledge are vital in delivering the remediation of security events and incidents, Coordinate information sharing of incidents, where appropriate, to educate DSR and the wider business on threats posed to BP, Maintain a strong awareness of technology, emerging cyber threats and industry best practice to enhance Incident response, Strong understanding and practical knowledge of incident management, Up-to-date knowledge of technology, cyber and information security threats facing oil and gas, Excellent verbal & written communication, influencing, and conflict management skills, Strong negotiating, conflict resolution, influencing and stakeholder management skills, Ability to grasp complexity and ambiguity with a strong will to succeed, Proven ability to explain security issues in business language and business issues in security language, Ability to articulate and communicate intelligence on adversaries, campaigns and threats facing BP, Strong organizational and multi-tasking skill, Attention to detail with flexibility in addressing changing requirements, 3+ years working in the cyber security field, Information Security certification (CISSP, CISM, etc. Explore Major Incident Manager Openings In Your Desired Locations Now! Monitored batch and backup jobs for a multitude of Business Units with various systems and packages. Senior Operations Analyst at a Fortune 10 U.S., Fortune 26 Global Technology Company. Monitored 640 inbound/outbound modems to ensure two-way communication to OnStar enrolled vehicles. 6 + years relevant work experience along with academic or military background in Information Technology, Computer Sciences, or relevant subject. A major incident is a highest-impact, highest-urgency incident that affects a large number of users, depriving the business of one or more crucial services. Lead and monitored 153 servers, 194 networks and 93 applications in the OnStar environment that monitor OnStar client abilities. For more examples, check out our guide to the bar manager resume. www.qwikresume.com. Documenting key actions and events during the conference call. Performed application monitoring for clients. Scenario (Judgement): You are managing an incident that has been going on for over 2 hours, and now things are starting to heat up. Minimum 7+ years of relevant experience into Major Incident Management. Guide the recruiter to the conclusion that you are the best candidate for the incident management job. What jobs require Stakeholder Management skills on resume. Incident management can be a stressful and fast paced situation. The role of incident manager is to restore the services as quickly as possible to minimize the impact to business organizations. Leading a 24/7 globally based team providing major incident management & communication for enterprise clients. The low-stress way to find your next major incident manager job opportunity is on SimplyHired. Top 8 incident manager resume samples. Salary estimates are based on 3,079 salaries submitted anonymously to Glassdoor by Major Incident Manager employees. • My duties included identifying incidents and … 173 Major Incident Manager jobs and careers on totaljobs. Provided additional technical support to troubleshoot calls from India, Brazil and China and performs maintenance on all systems. To be the successful job candidate in any field, it helps to have a comprehensive resume. Responsibilities: Act as a first point of escalation/consultation for the team on technical, procedural and process related queries. Ensured that all IT teams followed the incident management process, SLA’s for every incident. The position has single accountability to ensure authority over the business process and its interfaces, Act as liaison between the business and Process Design Team to ensure clear understanding for ITSM business process requirements, Ensure direct reports or project team members have clarity about their roles and responsibilities, Establish objectives for each member of a project team in order to clarify expectations and the relationship of his or her work to that of others on the team, Monitor performance against documented ITSM processes and other applicable standards of execution, in support of good financial and other business practices, Orchestrate the deployment of resources (e.g., people, infrastructure, financial, informational) from Coca-Cola (e.g., client, internal service providers) and third parties in order to ensure successful project completion, Create a communications plan (e.g., memos, letters, plan review meetings, status lists) to ensure frequent, accurate and timely communication to all stakeholders and to solidify commitment to the project plan, Create or maintain partnerships with individual IT vendors by establishing goals, objectives or service levels in order to focus the relationships and provide maximum benefit/return to The Company in accordance with Company standards and procedures, Identify required modifications to the project plan based on changed priorities, policy changes and or, Business Partner Knowledge: Knowledge of business partners (such as customer, bottler, service agent, and supplier) in their context: industry trends and competitive pressures, strategies and plans, organizational structure, decision-making process, contacts, technology infrastructure and systems, IT Industry Knowledge: Knowledge of the key directional trends and emerging technologies in the IT industry. The major incident manager is the owner of the major incident. A major incident (MI) is an incident that results in significant disruption to the business and demands a response beyond the routine incident management process. Constantly review work instructions for accuracy and solicit improvements through second level support groups, Ability to communicate effectively throughout the incident management process with executive management, Client Services and other Event managers to ensure meaningful status updates are delivered in a timely and accurate manner, as per documented process, Liaise with the Business Continuity team to provide summary detail should the crisis management team be invoked, Follow documented support procedures, managing each issue through resolution in support of established service levels, Track update and resolve all assigned incidents, changes and problem reports in the incident management system, ensuring that documentation is thorough, accurate and meets a standard of high quality, Liaise with L2 support groups and/or development groups to collaborate on the resolution of incidents, Responsible for the internal and external communication of issues to management, other internal support groups, and the customers via pages, email broadcasts or phone, Bridge Stewardship in support of timely resolution of internal issues, Exceptional knowledge/experience with ITSM/ITIL best practices for complex, global IT organizations, Taking the lead to manage the day to day resolution of incidents impacting BP, Take regional responsibility for the investigation, diagnosis and resolution of incidents within the region, Manage the quality of communications to stakeholders ensuring that major incident communications relevant, concise and timely, Collaborate with other Service Management teams within the Command Centre (Change) Team to ensure that events, alerts and changes are defined & understood to enable faster response to incidents, Continually seek to improve the quality, productivity and culture of the service, ensuring that the operational documentation is developed and reviewed on a regular basis, Support the Service Operations Manager in the definition of the strategy and long-term plans for the services and the implementation of Service Improvement Projects, Work closely with the Problem Management team to actively contribute to relevant parts of the Problem Management process, such as Root Cause Analysis, Has an excellent understanding of service management within a diverse global organisation and relevant experience in IT Operational Management, Experience managing major incidents with demonstrable understanding of both business and service impact in a global organisation, Demonstrate effective stakeholder engagement across a globally-distributed organisation and hierarchy across differing time-zones and geographical boundaries, Experience of influencing skills in driving compliance and application of standards across a diverse, multi-sourced supplier landscape across a global IT function, Good collaboration skills, confident and structured when dealing with conflict, Proven commitment to IT Service Management best practices, especially Problem Management and Incident Management, Able to communicate effectively in the English language (written and spoken), Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience, Due to the sensitive nature of the mission for this government client, all candidates must hold or be able to attain a TS/SCI and be willing to take and pass a Counter Intelligence Polygraph if requested, Possession of strong analytic, verbal, and written communication skills, Knowledge of our IC Customer's Agency Unique Environment, C2S, IC Gov Cloud and Amazon Web Services, Knowledge of our IC Customer's Enterprise Shared Service Model, 3-5 years of directly related experience supporting service desk oper, Versatile communication skills, and the ability to distil complex issues in pressured situations, The ability to work confidently with senior stakeholders and experience facilitating and chairing meetings and audios, A cool head under pressure and a good understanding of incident and problem management principles, Strong analytical skills with ability to review complex data to identify trends, A keen eye for detail, and experience of producing reports, Management of P1 and P1 impacting incidents, primarily involving large scale infrastructure issues or high risk data or application issues, Undertakes post incident reviews, with the focus on identifying process or operational improvements for the MIM team, Management and oversight of service delivery processes in consultation with Service Management Manager on processes relating to Incident, Problem, Request, and Change, configuration and service level management, as well as resource coordination, customer management, dispute resolution management and communication at various level during services engagements from tactical(incident based) to strategic (Global Account Management Strategies), Works with Service Management Manager and IT teams to improve the overall stability of the production environment both regionally and globally (including process and product improvements both inside and outside of the GBT), Assists in driving educational, training and communication programs surrounding the MIM process, Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident, Ownership and customer account management on a 24x7 basis, Strong organizational skills and the ability to effective manage multiple tasks simultaneously, Aptitude for, and interest in, learning new technologies, Customer focus and ownership - displays initiative and a proactive approach to work, An understanding and experience of the technology (i.e. Management personnel in business, transportation, digital, manufacturing or other technologies bank looking... 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