MIM Manager

Role Overview and Responsibilities

This position requires an experienced professional to oversee and direct the management of major incident responses, aiming to reduce the operational impact on business functions. The role involves taking charge during incidents, mobilizing resources appropriately, and ensuring effective communication while maintaining urgency. Post-incident, the incumbent will lead root cause analyses to uncover underlying problems and devise strategies to avoid recurrence.

Communication and Stakeholder Management

Serve as the central liaison during major incidents, providing prompt and clear updates to stakeholders such as company leadership, technical personnel, and business users. The role includes managing communication channels both internally and externally during incidents, ensuring all are informed about progress and resolutions. Post-incident, conduct reviews and prepare comprehensive reports for senior leadership.

Cross-Functional Coordination and Collaboration

Facilitate cooperation among various support teams, service delivery groups, and external vendors to expedite incident resolution. Oversee the service desk functions to guarantee proper prioritization and escalation of incidents, as well as seamless handovers across teams and shifts.

Continuous Process Improvement

Analyze incident patterns and trends to identify recurrent issues and implement preventive measures that diminish the frequency and impact of future incidents. Develop and maintain incident management procedures aligned with ITIL best practices or equivalent industry standards. Organize training programs to enhance staff awareness and proficiency in incident management protocols.

Documentation and Performance Reporting

Keep detailed records of all major incidents including timelines, actions taken, and resolution results. Regularly prepare performance metrics such as Mean Time to Resolve (MTTR) for senior management review and ensure proper documentation of any changes introduced during incident handling.

Incident Lifecycle Oversight

Guarantee timely escalation of major incidents within agreed service levels. Manage the comprehensive life cycle of major incidents from detection to closure and implement follow-up activities to apply lessons learned for future mitigation and prevention.

Additional Information

Hiring Locations: Chennai and Bangalore
Experience Required: 8 to 10 years
Eligibility: Any graduate is eligible to apply.