Lead - Major Incident Management

Hapag Lloyd; Ghaziabad District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Hapag Lloyd in Ghaziabad, Uttar Pradesh, is seeking an experienced Incident Management Lead to oversee critical incident resolution and champion operational excellence. You will guide a team of incident specialists and ensure swift, effective responses that maximize customer satisfaction.

You will develop robust incident management processes, work with cross-functional teams to uncover root causes, analyze trends, and implement preventive measures.

Responsibilities

• Manage and resolve major incidents efficiently, ensuring high customer satisfaction.
• Lead and motivate a team of incident management professionals to achieve operational excellence.
• Develop and implement effective incident management processes and procedures.
• Collaborate with cross-functional teams to identify root causes of incidents and implement preventive measures.
• Analyze incident trends and metrics to identify areas for improvement.
• Provide training and coaching to team members to enhance their skills and knowledge.

Job description

• Manage and resolve major incidents efficiently, ensuring high customer satisfaction.
• Lead and motivate a team of incident management professionals to achieve operational excellence.
• Develop and implement effective incident management processes and procedures.
• Collaborate with cross-functional teams to identify root causes of incidents and implement preventive measures.
• Analyze incident trends and metrics to identify areas for improvement.
• Provide training and coaching to team members to enhance their skills and knowledge.