Job Title: Major Incident Manager/ITSM Process lead

Location: London, UK

Work Mode: Remote (When required need to travel to Mphasis London office)

Years of Experience Needed: -

Candidate should have 7+ years of in Incident management along with Change and other reporting module.

Technical Skill: -

• Strong communication, interpersonal and presentation skills for working with teams at all levels including client stakeholders.
• Prior experience of Major Incident and other ITSM processes
• Strong knowledge on Service Now - mainly in Problem, Change, Major Incident and Reporting modules.
• Excellent leadership skills and ability to collaborate with team members.
• Experience of working with teams in India.
• Ability to analyse a high volume of technical data and work in a fast-paced environment.
• Strong problem solving, analytical, and time management skills.
• Ability to work to deadlines including attention to detail and multitasking skills

Non-Technical Skill:

• Providing high quality, professional major incident management as part of a 24x7, 365 Major Incident Management team.
• Quickly understanding customer issues from a business impact perspective, draw logical conclusions, make sensible suggestions that meet both the Mphasis strategic direction and customers' needs and engage other vendors/suppliers to support.
• Responsible for assessing situations, making appropriate interventions, managing resolution activities, and communicating this to both technical and non-technical stakeholders both within Mphasis, Client and 3rd Parties.
• Ensure major incidents are managed effectively, managing the expectations for stakeholders, and acting as a point of contact for business areas using language understood by those stakeholders.
• Manage and report on core ITSM processes such as Incident, Problem, Change, Service Level management.
• Subject Matter Expert (SME) in the specific process area, representing the process to all stakeholders, reporting on performance, and developing recommendations for continual service improvement.
• Supporting and nurturing process improvements and knowledge base improvements
• Contributing to the objectives of the wider Service Management and Operations team.

Certification: -

• ITIL Foundation Certification