130624 Sr Analyst III_12_Reliability Enablement

Job Description:

Major Incident Management
• Participates as a member of the Operation Management Center (OMC) which manages Major Incident Management for DXC IT.
• As Major Incident Manager (MIM), Initiation of Major Incidents for priority one and priority two critical issues raised for Application, network, platform and sites with down, partial down, data content and data availability issues. Skillfully lead and drive the MI to achieve Business Continuity Recovery at the shortest possible time. Engage and coordinate with various support teams and ensure actions taken by them leads to finding the resolutions.
• Constantly track the progress by performing timely status reviews on the teams working on fixing the issues.
• Provide concise, meaningful and timely communication to all stakeholders and executive management at regular intervals.
• Perform ticket elevations to respective support teams for acting upon it. Follow-up until resolution achieved.
• Event monitoring is another vital role of monitor mission critical application and act quickly to elevate or open MI in case of any failures identified.
• MIM’s need to display leadership qualities of managing Multi-app and other critical Site and network outage issues.
• The MIM role carries high visibility hence the resource needs to possess holistic knowledge on various technologies and IT processes, have to be a logical and critical thinker, excellent communicator and focused person in getting the Major Incident to closure with the best resolutions.

Knowledge and Skills Required:
• Strong verbal and written communication skills is a must as MIM will have to interact with L3 and L4 level managers during the MI call.
• Good Experience as Major Incident Manager role.
• Should have knowledge on infrastructure environments (e.g. operating system, hardware, data center, security, network, SAP / web related applications).
• Experience in problem analysis and architecting solutions of infrastructure and business application environments will be added advantage.
• Foundational knowledge and experience with Information Technology Infrastructure Library (ITIL) reference model.
• Exhibits a high level of initiative and integrity.
• Possess creative ability, coordination skills, leadership qualities, credibility and self-confidence.
• Demonstrated ability to work with geographically dispersed teams.
• Ability to lead and coordinate with multiple teams and external partner solution providers to meet Business needs and find quick resolutions.
 

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