Subject Matter Expert (Tools&Automation)

Job Summary

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.

The Major Incident Manager holds a pivotal role in coordinating cross-functional teams, implementing robust incident management processes, and championing ongoing improvements to minimize the impact of major incidents on business operations. The successful candidate will demonstrate extensive experience in incident management, complemented by exceptional communication and leadership capabilities

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Develop, implement, and maintain major incident management policies, procedures, and standards to guide the identification, escalation, and resolution of major incidents. • Preside over regular incident management meetings to review the status of ongoing incidents, set priorities, and oversee coordinated response efforts. • Lead cross-functional teams—including infrastructure specialists, technical experts, vendors, and business stakeholders—to ensure prompt and effective incident resolution. • Communicate clearly and consistently with all stakeholders, including IT personnel, management, and end-users, delivering timely updates on incident status, progress, and outcomes. • Facilitate post-incident reviews and lessons-learned sessions to identify root causes, contributing factors, and avenues for operational improvement. • Design and implement corrective and preventive measures to address recurring or systemic issues uncovered through the incident management process. • Monitor and assess the efficiency of incident management practices, tracking key metrics such as response times, resolution rates, and stakeholder satisfaction. • Remain abreast of industry developments and best practices in incident management, and proactively recommend innovative solutions to strengthen response capabilities

Skill Requirements

Good Communication Skill. ITIL , ITSM , Incident Management, Problem Management, RCA

Other Requirements

Proficient understanding of incident management frameworks, methodologies, and best practices; experience with ITIL or equivalent is highly valued.\\\\r\\\\n• Outstanding communication, interpersonal, and leadership skills, with a demonstrated ability to collaborate effectively across diverse teams and stakeholders.\\\\r\\\\n• Strong analytical and problem-solving skills, with a commitment to continuous improvement and innovation.\\\\r\\\\n• Practical experience in Problem Management and Change Management.\\\\r\\\\n• Familiarity with incident management tools and platforms such as ServiceNow or equivalent systems is preferred.\\\\r\\\\n• Willingness and ability to work rotating shifts to support a 24/7/365 operational environment.\\\\r\\\\n\\\\r\\\\n