Major Incident Management Lead - Chennai
Job Overview:
- This position requires a highly skilled and experienced Major Incident Manager to oversee and coordinate the response to critical incidents within Gilead.
- The ideal candidate will possess exceptional leadership qualities, a strong understanding of IT service management principles, and a proven track record of effectively managing major incidents to minimize business impact.
- This role requires a strategic thinker who can work collaboratively across teams to develop and implement best practices for incident response and resolution.
Responsibilities:
- Part of the Major Incident Management team in promptly identifying, assessing, and managing critical incidents that disrupt business operations or services.
- Develop and maintain a comprehensive Major Incident Management process, including escalation procedures, communication protocols, and post-incident reviews.
- Establish and maintain relationships with key stakeholders, including IT teams, business units, and external vendors, to ensure effective coordination and communication during major incidents.
- Drive continuous improvement initiatives to enhance the efficiency and effectiveness of the Major Incident Management process, leveraging incident data and metrics for insights.
- Provide guidance and mentorship to team members, fostering a culture of collaboration, accountability, and continuous learning.
- Conduct regular training exercises and simulations to prepare teams for responding to major incidents effectively.
- Act as a point of escalation for complex or high-impact incidents, ensuring timely resolution and minimal disruption to business operations.
- Collaborate with other ITSM functions, such as Problem Management and Change Management, to identify and address underlying issues contributing to recurring incidents.
- Stay abreast of industry trends, best practices, and emerging technologies related to incident management and IT service delivery.
Qualifications:
- 6+ years of experience in IT service management, with a focus on major incident management.
- Strong understanding of ITIL framework and its application in managing major incidents.
- Proven leadership experience, including the ability to lead and motivate teams in high-pressure situations.
- Excellent communication skills, with the ability to effectively convey technical information to non-technical stakeholders.
- Analytical mindset with the ability to analyze incident data, identify trends, and drive improvements.
- Experience working with incident management tools and systems (e.g., ServiceNow, Remedy).
- Relevant certifications such as ITIL Foundation, ITIL Practitioner, or ITIL Expert (good to have)
- Ability to thrive in a fast-paced environment and manage multiple priorities simultaneously.
Strong problem-solving skills and the ability to remain calm and focused during crisis situations