Senior Consultant - Software Engineering

Responsibilities:

Has prior experience in raising the incidents to Executive Management as and when required

Major Incident Manager:

• Acting as a POC for Customer to provide the status update whenever a Major incident occurs
• Opening a Bridge through involving all relevant resolver groups and continue the discussions will Major Incident is resolved.
• Informing the key stakeholders on the status of the Major Incident after getting the confirmed service restoration.
• Coordinating with the respective SMEs / Developers for speedy resolution of the Major Incident.
• Ensuring the Major Incident is resolved within the SLAs agreed with the Product Owners.
• Taking all the preventive actions to minimize the service and business impact incase resolution time seems to be high.
• Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is Closed.

• Monitor all critical incidents impacting the Global Business Units.
• Ensuring that the causes for all Major Incidents are analyzed and root cause is identified (through coordinating with Problem Management Process)
• Ensuring that all the resolution procedures, documentation, problem records are completed for lookback are updated in the work log.
• Ensure that the lookback happens regularly and is completed for all Critical Incidents with end to end completion of all tasks. Close looping for all feedbacks is done for all Critical incidents.
• Providing trend analysis or root cause, facilitating Impact analysis and share on the overall status of the Major Incident.
• Overseeing Incident Coordinator role and monitor for ORT threshold during major incident outage.

• Coordinating with the Process Owners (Capacity manager, Availability manager, IT Service Manager, IT Operations Manager etc.) on need basis to avoid reoccurring of the Major incidents.
• Conducting the training / Knowledge sharing sessions across the teams / new joiners to avoid occurring of the Major Incidents.
• Liaison with ITOM from Global BUs, regular connects and collaboration with IT Operation Managers globally. Suggest inputs and seek periodic feedback for improvements.

Qualifications:

Graduate – Bachelor’s degree (Engineering preferred)

Preferred certifications: ITIL Foundation V4

Additional Information:

Skills & Experience:

• Should have exposure to ITIL practices.
• Should have worked as Problem Manager and experience of working in Infrastructure preferably Data Centers & Network.
• Good Written and Verbal Communication skills
• Highly motivated individual with a positive and proactive attitude to work and willingness to make changes to improve operational efficiency through innovation, process and procedure and adopting and adapting ideas and practices from elsewhere.
• Ready to work in shift, weekends, and flexible schedule.
• Excellent team skills with ability to listen and contribute to discussions and meetings.
• Ability to motivate staff
• Excellent team skills with ability to listen and contribute to discussions and meetings.

Competencies:

• Taking Initiatives.
• Make sound business decision
• Embrace Change
• Build strong Partnership
• Get results
• Act Strategically
• Lead & cultivate talent