• Major Incident Manager

Industry Insurance
Location Karnataka Bangalore
Experience Range 3 - 6 Years
Qualification BE

Functional Banking / Insurance
Job Description
About Us
“Quess IT Staffing is India’s largest IT staffing company with over 20 years of experience in staffing IT professionals in 300+ companies across levels and skillsets. Our 10,000+ associates deployed in 80+ cities and towns are proficient in over 500 technological skills. Our associates help enable cutting edge solutions some of the biggest names across industried. Quess IT Staffing is a division of Quess Corp Limited, India’s leading business services provider and largest domestic private sector employer. Quess Corp Limited is - ‘A Great Place to Work’ certified – a testament to our excellent culture, people, and processes.”
About Company
Roles and Responsibility

Job Title: Major Incident Manager

Experience: 3-6 Years

Notice Period: Immediate to 15 days

Location: Bangalore


·       Investigating and diagnosing incidents to restore a failed IT Service as quickly as possible

·       Managing the process to restore normal service operation as quickly as possible to minimize the impact to business operations

·       Undertaking the responsibilities of Shift Lead and providing guidance to the other Incident Process Coordinators

·       Ensuring the closure of all resolved as well as end-user confirmed Incident records

·       Ensuring that all IT teams follow the incident management process for every incident

·       Point of contact for all Major Incidents

·       Monitor the incidents to ensure that the Service Level Agreements SLA and Operational Level OLA Agreements are respected

·       Identify initiate schedule and conduct incident reviews with respective resolver groups and stakeholder if required

·       Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements SLA or Operational Level Agreements OLA

·       Sending an outage notification against occurrence of any major incident and to share its updates with stakeholders

·       Determining if an incident needs to be escalated according to priority and severity of issue

·       Escalate unresolved incidents to SDMs and higher management for faster resolutio

·       Driving developing managing and maintaining the major incident process and associated procedures

·       Contribution to ongoing process and operational improvements by Doing Audits and Analysis of the Major Incidents

·       Regular connects with SDMs and BRMs throughout the life cycle of Major Incident

·       Proactive and flexible in work

·       Ability to identify trouble spots quickly and an excellent team player

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