Major incident manager

Tata Consultancy Services · State bank of hyderabad, India

Role: Major Incident Manager
Experience: 6 to 8 yrs
Location: Bangalore, Chennai, Pune, Hyderabad

6 - 8 years of experience with strong background in ITSM processes and ticket management tool (Service Now).
Service Management – Ensure services remains GREEN and work closely with technical teams to resolve the incidents within SLAs and with appropriate solution.
Proactive application monitoring, Supplier and Stakeholder management, Service Reviews & Reporting.
Major Incident Management – should be able to handle Facilitation, Communications, Escalations, and Post-Incident review for major incidents. In case of major incidents, associate should be able to create a war room by identifying all relevant stakeholders and drive the investigation to either a workaround or resolution along with keeping stakeholders updated on the progress throughout the incident's lifecycle.
Change Management – Chair the CAB calls and follow change management process for Failed/Backed out changes.
Overseeing Service Transition from development teams, agreeing for warranty period and providing Sign-off.