Major Incident Problem Manager

Role description Job Title Major Incident Problem Manager Detailed Job Description Description Major incident management process is used for effective and efficient handling of major incidents The process is responsible to accelerate major incident resolution and minimize the business impact Responsibilities Act as focal point for both reactive and proactive problem management activities Responsible for performing management of both reactive root cause analysis RCA and proactive trend analysis Managing the detection recording updating and or closing of problem record Communicate and coordinate with impacted parties through problem management processes to prevent reoccurrence of incidents and minimize the impact of incidents that cannot be prevented Proactively detect and prevent future problems incidents and initiate problem management process to allow faster diagnosis and resolution Perform root cause analysis using RCA techniques identifying process and or operational improvements that will prevent incident recurrence Coordinate convene and facilitate major incident and problem review meetings Facilitating and coordinating problem review meetings includes leading and facilitating investigations of incidents and managing root cause analysis between technical teams Develop and publish problem management reports with business stakeholders and groups as per agreed frequency Drive continuous improvement to ensure problem management processes and procedure documents are documented as required Identify opportunities for continuous improvement by interacting with various teams and recommend improvements for problem management Required Candidate Profile Minimum 12-15 years of relevant experience working as incident major incident manager Should possess good understanding of ITIL V3 service lifecycle modules Should have strong verbal written communication and interpersonal skills Lead role while acting as a liaison with internal external customers Skills Required Strong IT service management skills Should have exposure to ITSM ticketing tools ie ServiceNow Cherwell Symphony Summit etc Good interpersonal organization and customer services skills Experience in dealing with customers for major incident resolution Professional Certifications ITIL Intermediate OR Expert Certified Certification on market leading ITSM ticketing tools would be preferred Evaluation Criteria Prior experience in IT service management roles service operation processes Knowledge of ITIL best practices Communication skills Client facing role and collaboration

Skills Mandatory Skills :

Major incident management Other details Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree ("LTIM"):

Benefits and Perks:

Comprehensive Medical Plan Covering Medical, Dental, Vision Short Term and Long-Term Disability Coverage 401(k) Plan with Company match Life Insurance Vacation Time, Sick Leave, Paid Holidays Paid Paternity and Maternity Leave The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer :

The compensation and benefits information provided herein is accurate as of the date of this posting. LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.

Benefits Compensation range:

$57,000.00 to $127,000.00 per year About LTM LTM is an AI-centric global technology services company and the Business Creativity partner to the world's largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI — enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM — a Larsen & Toubro company — owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same.

Recruitment Fraud Alert - https:

//www.ltimindtree.com/recruitment-fraud-alert/