Major Incident Manager

Key Responsibilities:

• Play a key role within the new 24/7 Operations Command and Control Centre based in Pune.
• Lead, coordinate, and facilitate high-priority major incident service restoration and mitigation as quickly as possible.
• Manage, maintain, support, and improve the Maersk IT Support, Operations, and Engineering department’s ability to respond to incidents across the entirety of the IT Infrastructure estate.
• Drive Service Management best-practice and ITIL process compliance across the business.
• Work with vendors and subject matter expert colleagues to identify appropriate paths to resolve the issue and stop the ongoing business impact.
• Document, communicate and log follow up actions for later triage, prioritisation, and action to avoid recurrences.
• Make recommendations based on clear, reasoned arguments and be able to spot problems before they occur.

Whom we are looking for:

• Work experience in IT Service Management
• 8+ years relevant Major Incident Management
• Demonstrable experience in a fast-paced operations environment.
• Proven experience gained in a similar role, within a large global/enterprise organization.
• Proven abilities to communicate with key stakeholders across the business and IT.
• Ability to analyse a high volume of technical data
• Strong problem solving, analytical, and time management skills.
• Understanding of enterprise infrastructure including servers, networks, storages, databases etc.
• Broad knowledge of industry standard enterprise applications services
• Broad understanding of change and problem management for establishing handshake between processes.
• Proven Service Management background based on ITIL principles and practices.

Business Skills:

• Strong verbal and written business communication and collaboration skills to articulate, rationalise situations during incidents.
• Ability to translate between technical language and business language.
• Diplomatic and Robust with the ability to act in a complex business environment.
• Be enthusiastic and passionate about providing 'best in class' service.
• Diligent prioritisation of multiple work streams and projects.
• Strong conflict management acumen.
• Quick adaptation to significant process changes / overhaul of business functions.
• Use systematic methodology to evaluate, design and implement process or technology change to achieve measurable business benefit.