Hiring for Advisor, Srvcs Proj/ Prog Mgmt in Bengaluru/Bangalore, for Exp. 6 - 10 yrs at Dell Intern (Bangalore Job)
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Job Description:Summary Describe the primary purpose of this job: Primary Duties and Responsibilities: Driving, developing, managing and maintaining the Major incident process and associated procedures.Monitoring the effectiveness of Situation management and making recommendations for improvement.Driving the efficiency and effectiveness of the Incident management process across L1/L2/L3 technical teams.Be the regional focal point and authority for all Critical & amp amp Major Incidents, engaging with local stakeholders to ensure effective communication and execution of process.Ensure that progress on major incidents is continually assessed, making appropriate interventions, directing and facilitating resolution activity. Ensuring appropriate escalation within Service Delivery Organizations, resolution teams and service management are followed during major Incident.Accountable for the investigation, diagnosis and resolution of critical & amp amp major incidents as required.Manage the quality of communications to stakeholders ensuring that major incident communications are relevant, concise and timely.Collaborate with other teams within the Command Center, OS, Infra (Event & amp amp Change) Team to ensure that events, alerts and changes are defined & amp amp understood to enable faster response to incidents.Ensure that the Incident management process is followed across all teams and that all major incidents and their associated problem records accurately reflect actions taken to restore service and that changes to Configuration Items are recorded.Work as part of the Service Management (Operations) team to ensure that the performance of the team achieves the defined performance targets and KPIs.Optimize the Situation Management service to deliver quality outcomes ,that lead to high levels of customer satisfaction Manage and participate in Service Review meetings.Producing management information, including KPIs and reports.Ensure that Service Delivery Organizations meet SLAs fostering open communications and ensuring the relationship is professional and properly regulated.Work closely with the Problem Management team to actively contribute to relevant parts of the Problem Management process, such as Root Cause Analysis. Key Skills:Ability to multi-task.Communication skills/Bridge management skills.Customer Service skill.Leadership Skills.Conflict resolution skills.Sense of urgency.Takes initiative.6 to 10 Years of ITIL Major Incident Management Experience.