Job Summary
Attrition PRF for Ashwin M-52298780 from Process/Major Incident management team
Key Responsibilities
Roles and Responsibilities: • Open and initiate the bridge to discuss the problem within 5 minutes and, within 15 minutes, publish the communication. • Understand the problem from a business perspective and involve the necessary/relevant teams. • Follow the MIM checklist and publish the communication with proper validation. • Assess the situation and prioritize the problem based on business impact. • Ensure all necessary information is updated in the ticketing tool and all supporting documents are in the MIM SharePoint. • Communicate the status/situation update to stakeholders. • Ensure SLAs are met by the resolution teams. • Ensure changes are being verified during HIGH and MI incidents. • Ensure RCA/Problem tickets are provided by the resolution team. • Ensure there are no process failures using the MIM checklist. • Capture observations during the P1 situation with appropriate timeline updates on the situation. • Maintain that there is no escalation during the P1 problem. • Ensure necessary participants are called and involved during Major and High Major situations. • Ensure proper resolution is provided before closing the bridge call and maintain that correct information has been captured. • Ensure the Dashboard is used during High Major and Major incidents. • Maintain proper shift handover to another incident manager. • Maintain end-to-end ownership of Major incidents. Experience/Exposure: • Problem-solving skills in a support environment, including a strong sense of commitment and determination to resolve incidents. • Skills in identifying issues that cause incidents and prolong repair time, and addressing problems to eliminate the cause in our environment. • Understanding of fundamental IT technical issues and relationships. • Sensitivity and urgency when dealing with business line interruptions. • Ability to influence and lead technical conversations with various infrastructure support groups. • Excellent verbal and written communication skills, with the ability to interact and influence at all levels of the organization. • Supervisory skills and the ability to leverage support from other parts of the organization. • Experience in managing multiple stakeholders at all levels of the organization, especially at the senior management level. • Understanding of ITSM Technologies and Tools. • ITIL and SIAM certification (not mandatory), basic information about infrastructure, cloud services, and application services. • Advanced English. Education/certification • ITIL and SIAM certification (not required)
Skill Requirements
Roles and Responsibilities: • Open and initiate the bridge to discuss the problem within 5 minutes and, within 15 minutes, publish the communication. • Understand the problem from a business perspective and involve the necessary/relevant teams. • Follow the MIM checklist and publish the communication with proper validation. • Assess the situation and prioritize the problem based on business impact. • Ensure all necessary information is updated in the ticketing tool and all supporting documents are in the MIM SharePoint. • Communicate the status/situation update to stakeholders. • Ensure SLAs are met by the resolution teams. • Ensure changes are being verified during HIGH and MI incidents. • Ensure RCA/Problem tickets are provided by the resolution team. • Ensure there are no process failures using the MIM checklist. • Capture observations during the P1 situation with appropriate timeline updates on the situation. • Maintain that there is no escalation during the P1 problem. • Ensure necessary participants are called and involved during Major and High Major situations. • Ensure proper resolution is provided before closing the bridge call and maintain that correct information has been captured. • Ensure the Dashboard is used during High Major and Major incidents. • Maintain proper shift handover to another incident manager. • Maintain end-to-end ownership of Major incidents. Experience/Exposure: • Problem-solving skills in a support environment, including a strong sense of commitment and determination to resolve incidents. • Skills in identifying issues that cause incidents and prolong repair time, and addressing problems to eliminate the cause in our environment. • Understanding of fundamental IT technical issues and relationships. • Sensitivity and urgency when dealing with business line interruptions. • Ability to influence and lead technical conversations with various infrastructure support groups. • Excellent verbal and written communication skills, with the ability to interact and influence at all levels of the organization. • Supervisory skills and the ability to leverage support from other parts of the organization. • Experience in managing multiple stakeholders at all levels of the organization, especially at the senior management level. • Understanding of ITSM Technologies and Tools. • ITIL and SIAM certification (not mandatory), basic information about infrastructure, cloud services, and application services. • Advanced English. Education/certification • ITIL and SIAM certification (not required)
Other Requirements
Roles and Responsibilities: • Open and initiate the bridge to discuss the problem within 5 minutes and, within 15 minutes, publish the communication. • Understand the problem from a business perspective and involve the necessary/relevant teams. • Follow the MIM checklist and publish the communication with proper validation. • Assess the situation and prioritize the problem based on business impact. • Ensure all necessary information is updated in the ticketing tool and all supporting documents are in the MIM SharePoint. • Communicate the status/situation update to stakeholders. • Ensure SLAs are met by the resolution teams. • Ensure changes are being verified during HIGH and MI incidents. • Ensure RCA/Problem tickets are provided by the resolution team. • Ensure there are no process failures using the MIM checklist. • Capture observations during the P1 situation with appropriate timeline updates on the situation. • Maintain that there is no escalation during the P1 problem. • Ensure necessary participants are called and involved during Major and High Major situations. • Ensure proper resolution is provided before closing the bridge call and maintain that correct information has been captured. • Ensure the Dashboard is used during High Major and Major incidents. • Maintain proper shift handover to another incident manager. • Maintain end-to-end ownership of Major incidents. Experience/Exposure: • Problem-solving skills in a support environment, including a strong sense of commitment and determination to resolve incidents. • Skills in identifying issues that cause incidents and prolong repair time, and addressing problems to eliminate the cause in our environment. • Understanding of fundamental IT technical issues and relationships. • Sensitivity and urgency when dealing with business line interruptions. • Ability to influence and lead technical conversations with various infrastructure support groups. • Excellent verbal and written communication skills, with the ability to interact and influence at all levels of the organization. • Supervisory skills and the ability to leverage support from other parts of the organization. • Experience in managing multiple stakeholders at all levels of the organization, especially at the senior management level. • Understanding of ITSM Technologies and Tools. • ITIL and SIAM certification (not mandatory), basic information about infrastructure, cloud services, and application services. • Advanced English. Education/certification • ITIL and SIAM certification (not required)