[Hiring] Lead, Support - Critical Incident Manager @Majesco

Role Description

The Lead, Support - Critical Incident Manager is responsible for leading and owning the response to critical Severity 1 incidents, where business, financial, reputational, or legal/regulatory impact is at risk. This person is responsible for developing a deep understanding of the applications and infrastructure components supporting those business and services.

The Lead, Support - Critical Incident Manager is expected to use their business/technology knowledge to execute the Critical Incident Management process for all critical incidents in order to mitigate impact and reduce the time to restore business services. This includes:

• Ensuring that the appropriate communications are setup and maintained with all necessary stakeholders, keeping them advised of the incident and of the customer impact.
• Engaging the internal and external resources as necessary to join the response team working to resolve the incident.
• Coordinating and facilitating the means to resolve the incident and restore business services as rapidly as possible and driving all activities to make that occur.

The successful candidate will be responsible for continuing the evolution of Critical Incident Management and will work to develop the Critical Incident Management function, processes and procedures to ensure end-to-end service quality and “industry-best” customer service.

Key Responsibilities

• Work across one or more shifts in a 24x7x365 operational team, whose primary function is to drive all incidents globally until resolved.
• Ensure that critical incidents are fully documented both during and after the event, including gathering and recording the full incident timeline of events.
• Continuous development and daily management of quality service. This includes obtaining measurable improvements in customer satisfaction via reduced mean time to restore services.
• Proactively identify opportunities for process improvements.
• Establish and grow relationships with stakeholders.
• Assist in ensuring that all processes and procedures are adhered to and are in compliance with corporate guidelines.
• Grow their technical, business, leadership, and interpersonal skills year over year.
• Collaborate with other Critical Incident Managers to develop team competencies and enhance capabilities and processes.
• Other duties as required.

Qualifications

• Experience coordinating/facilitating incident response in a large, complex enterprise environment.
• Understanding of application, businesses and operations and/or technology architecture and platforms.
• Experience of working in a process-driven environment.
• Experience of interacting with a demanding customer-base at senior levels and ensuring credibility is maintained through solid delivery against commitments.

Skills

• Ability to coordinate a large group of technical contributors during high severity incidents and retain control of fast-paced conference calls.
• Ability to maintain a professional demeanor and attitude while being assertive.
• Ability to multi-task and make sound judgments in a fast-paced, high stress environment.
• Ability to interact with and facilitate people/groups of widely varying disciplines and backgrounds.
• Strong organizational and follow-up skills and the ability to multi-task effectively in a fast-paced high-volume environment.
• Excellent communication skills such as interpreting complex technology issues into simple & succinct overviews.
• Strong interpersonal & relationship skills, ability to learn and develop quickly.