Major Incident Manager

Kotak Mahindra Bank; Mumbai, Navi Mumbai; Vor Ort; INR 3.000.000 - 4.200.000; Vollzeit

Zusammenfassung

Kotak Mahindra Bank in Mumbai is seeking a Major Incident Manager with 10-15 years of experience to lead critical incident responses and drive ITSM processes. The role requires coordinating 24x7 incident recovery efforts, maintaining incident chronology, and delivering post-mortem reviews.

The ideal candidate will have strong leadership, a solid problem management background, and hands-on experience with change management, CMDB, and SLA governance.

Qualifikationen

• Min 10-15 years of experience in Major Incident Management (MIM).
• Proven experience as a Team Lead.
• Secondary skill in Problem Management.
• Sound knowledge of ITSM processes including Change, SLM, and CMDB.

Aufgaben

• Managing lifecycle of Critical and High severity incidents.
• Initiating call tree / war room and coordinating recovery calls.
• Regular updates to stakeholders on incident status and recovery.
• Involve resolver teams and escalations as needed.
• Prepare Post Mortem reports and post facto change regularization.
• Maintain incident chronology and various ITSM reports.
• Oversee Trend Analysis and proactive Problem Management efforts.
• LeadWeekly Problem Review Board and ensure SLA adherence.

Kenntnisse

Major Incident Management

Team Lead

Problem management

ITIL Foundation

SLA management

War room

Ausbildung

ITIL Foundation

Jobbeschreibung

Designation: Major Incident Manager

Years of Experience: Min 10 to 15 Years

Location: Mumbai / Navi Mumbai

Job Description:

• Min 10-15 yrs of experience in MIM
• Proven experience as Team Lead
• Secondary skill in Problem management
• Sound knowledge of other ITSM processes i.e. Change, SLM, CMDB
• Managing lifecycle of Critical and High severity incident
• Initial impact analysis from process perspective
• Initiating call tree / war room
• Regular update to stakeholders on incident recovery
• Involve relevant resolver teams / escalations
• Manager and drive recovery calls
• Ensure incident chronology is recorded and maintained
• Prepare Post Mortem report
• Post facto change regularization
• Various reporting
• Audit handling
• Downtime tracker (single source of DT) maintenance
• DT reporting (planned / unplanned)
• ITIL Foundation trained
• Identify triggers for Problem Management (PM)
• Problem Ticket creation and managing its lifecycle
• Problem Review Board (PRB)
• Corrective & Preventive action tracking and follow-up
• SLA management
• Weekly Problem Review Board
• Trend and Analysis of Incidents
• Focus on Proactive PM
• 6 days a week (24*7 team)