MIM and People Management (Program Manager) - Mumbai/Bangalore - Yadav Chander

Job Description

ROLE MIM and People Management Program Manager

Location: Mumbai/ Bangalore

KEY RESPONSIBILITIES MIM

Driving the efficiency and effectiveness of the incident management process Producing management information including KPIs and reports Monitoring the effectiveness of incident management and making recommendations for improvement Driving developing managing and maintaining the major incident process and associated procedures Reviewing and auditing the process Ensuring that all IT teams follow the incident management process for every incident End to end responsibility for the management communication escalation investigation and resolution of incidents ensuring business and Customers updates are timely and of sufficient quality arranging discussions and updates as required Ensure that all modes of communication are effectively used throughout the incident life cycle Acting as Incident escalation focal point identifying and resolving conflict and bottlenecks Creation of agreed action plans with named actions deadlines Accountable for the Delivery of that plan Driving developing and managing the major incident process and associated procedures systems Ensuring the closure of all resolved as well as end user confirmed Incident records Ensuring that all IT teams follow the incident management process for every incident Regular connects with SDMs and BRMs throughout the life cycle of Major Incident Operations Manage overall operations and is responsible for the effective and successful management of labor productivity quality control and safety measures as established and set for the Operations Department Contribute operations information and recommendations to strategic plans and reviews prepare and complete action plans implement production productivity quality and customer service standards resolve problems complete audits identify trends Analyze process workflow employee and space requirements and equipment layout implement changes Accomplish operations and organization mission by completing related results as needed Responsible for all department managers and supervisors with review approval responsibility for all operations employees JOB REQUIREMENTS Any graduate with 18 years of experience in reporting and stake holder management Location Bangalore or Mumbai Recent experience as an Incident Manager and people management within an Enterprise scale environment demonstrating strong analytical fault finding diagnostics and troubleshooting skills Excellent communication skills written and verbal Excellent interpersonal influencing skills interacting appropriately with users of many technical skill levels remaining calm and courteous while working to resolve problems A hands on individual who is not afraid to roll up sleeves and get into the detail with excellent analytical skills with a commitment to quality standards Strong service attitude the ability to develop and build lasting customer relationships Effective time management skills with the ability to work on multiple tasks simultaneously requiring experience with prioritizing tasks due to shifting priorities fluctuating workloads and deadline pressures Previous exposure to ITSM toolsets with a clear understanding of how tools should be used to support incident management process activities A good understanding of IT providers services Will be add on to profile A self starter with an organized and methodical approach to problem solving through attention to detail and a proven ability to build relationships with internal and external technical and non technical stakeholders A fast learner with an inherent ability to understand complex technology solutions and communicate the impact of incidents in both IT and business terms Flexible to work in Shifts 24x7