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    Major Incident Manager - London, United Kingdom - MphasiS UK Ltd

    MphasiS UK Ltd
    MphasiS UK Ltd London, United Kingdom

    2 weeks ago

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    Description

    Job Description

    Job Title: Major Incident Manager/ITSM Process lead

    Location: London, UK

    Work Mode: Remote (When required need to travel to Mphasis London office)

    Years of Experience Needed: -

    Candidate should have 7+ years of in Incident management along with Change and other reporting module.

    Technical Skill: -

    • Strong communication, interpersonal and presentation skills for working with teams at all levels including client stakeholders.
    • Prior experience of Major Incident and other ITSM processes
    • Strong knowledge on Service Now - mainly in Problem, Change, Major Incident and Reporting modules.
    • Excellent leadership skills and ability to collaborate with team members.
    • Experience of working with teams in India.
    • Ability to analyse a high volume of technical data and work in a fast-paced environment.
    • Strong problem solving, analytical, and time management skills.
    • Ability to work to deadlines including attention to detail and multitasking skills

    Non-Technical Skill:

    • Providing high quality, professional major incident management as part of a 24x7, 365 Major Incident Management team.
    • Quickly understanding customer issues from a business impact perspective, draw logical conclusions, make sensible suggestions that meet both the Mphasis strategic direction and customers' needs and engage other vendors/suppliers to support.
    • Responsible for assessing situations, making appropriate interventions, managing resolution activities, and communicating this to both technical and non-technical stakeholders both within Mphasis, Client and 3rd Parties.
    • Ensure major incidents are managed effectively, managing the expectations for stakeholders, and acting as a point of contact for business areas using language understood by those stakeholders.
    • Manage and report on core ITSM processes such as Incident, Problem, Change, Service Level management.
    • Subject Matter Expert (SME) in the specific process area, representing the process to all stakeholders, reporting on performance, and developing recommendations for continual service improvement.
    • Supporting and nurturing process improvements and knowledge base improvements
    • Contributing to the objectives of the wider Service Management and Operations team.

    Certification: -

    • ITIL Foundation Certification
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