10/06 BCMS Recruitment
HR Recruitment Team at British Council Management Services

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British Council Management Services - Manager - Incident Management (6-8 yrs) Premium

Noida Job Code: 453605

Accountabilities, responsibilities and main duties :

The Job holder main duties are as follows :

- Major incident Management

- Managing the delivery of the overall Major Incident Management for British Council

- Perform Duty ISR manager role to validate a suspected major incident with the service line owner, user or site reported and validate it as major incident/standard incident.

- Deploying and directing resources during the Major Incident to ensure all appropriate resources are engaged and that restoration efforts are properly prioritized.

- Craft business appropriate communications for the affected users that includes Senior stakeholders & management

- Leading Daily Major Incident conference call with the appropriate technical stakeholders, senior management & vendors.

- Managing and co-ordinating the response to the Major Incident through to a confirmed resolution.

- Co-ordinating planning activities during a Major Incident.

- Leading progress reviews throughout the Major Incident.

- Ensure all actions are documented while conducting authorized activities

- Monitor incident, problem and event management applications and interfaces as required

- Liaising with Major Incident Managers/ Incident Management Teams/Service Manager within vendors.

- Co-ordinating management and vendors escalation activities.

- Deciding whether a Major Incident needs to be passed to another team at the end of their working day as per the handover guidelines.

- Confirming that a Major Incident has been resolved & craft business appropriate communications for the affected users to inform them about resolution.

- Preparing MI review report and participating in the MI reviews.

- Continually evaluate lower priority incidents for business critical services to determine if they need to be raised to a higher priority.

- Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction

- To prepare, agree, implement and manage interfaces with other processes, such as change management, problem management, event management etc.

- Support senior analysts in incident management. Ensure proper trainings and KT is provided to the senior analysts for handling major incidents.

- Highlight gaps in the process and work with process owner towards process improvement and maturity.

- Work as first escalation point for major incident management team

- Responsible for driving CSI projects in major incident management process.

- Continual Service Improvement and Service Reporting

- Monitor service delivered by the team for all Customers being served

- Reporting metrics for the MI Management process, and working with the ISR Sr. Manager to identify improvement opportunities

- Reviewing the effectiveness and efficiency of the Incident and Service Request Management process

- Ensuring adherence to the process

- Trend analysis reports produced.

- Action plans monitored to ensure continuous service and process improvement

Process Compliance and Monitoring :

- Ensure process compliance and monitoring on Major Incidents as per standards.

- Monitoring of all Major Incidents for process compliance and follow-up with resolving groups & vendors.

- Trending analysis on quality monitoring for Major Incidents

- Process compliance with resolving groups, vendors and Global Service Desk

Skills and Knowledge :


- Experience in end to end management of Major Incidents at an organisation level

- Experience of Incident Management guidelines as per ITIL, interacting with 3rd party vendors/service delivery managers

- An understanding of Severity Matrix, Service Level Agreements, Support matrixes & Escalation matrixes

- Ability to lead and coordinate a large group of technical team members during high priority incidents and retain control of fast-paced conference calls

- Must be confident presenting and updating senior business and IT senior stakeholders.

- Through knowledge of other service management (ITIL) disciplines (Service Desk, Incident Management, Problem Management, Change Management)

- Experience in analysis & reporting of major incidents for identifying process gaps and resolution of assignment disputes.

- Interacts extensively and builds relationships with internal teams and customers at all levels

- Capable of understanding and communicating technical issues with resolving groups/ non-technical colleagues. Immediately responsible for maintaining agreed service levels.

- Handling multiple vendor and complex major incidents.

- Experience of identifying and running improvement projects in Incident management.

- Strong communication & interpersonal skills

- Strong analytical and problem solving skills Application Evaluation and Interview

- Experience 6 to 8 years experience working in IT with at least 5 years experience working in the Incident Management field specifically on Major Incidents with in a large global environment Application, evaluations, interview

Qualifications : University Graduate/B.Tech

- ITIL Intermediate Service Operations

- Technical certifications & Project management qualification

- ITIL Practitioner Support and Restore/ Operational Support

- Application, evaluations, interview

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