Major Incident Management Process Specialist
4 weeks ago
- You should have prior working experience and the ability to define and establish the Major Incident Management (MIM) process from scratch after understanding the current landscape of the customer. Your role will involve identifying gaps in the current ways of working to ensure the MIM Process functions effectively for a Global application support model. Knowledge of ITSM tools like ServiceNow or Summit will be necessary to define and integrate the MIM Process.Collaboration with stakeholders across business areas, IT support teams, L1 Help desk, etc., will be crucial in defining and formulating the MIM process. You will be responsible for defining the workflow and RACI involved in the MIM process and obtaining the required approvals to make the Standard Operating Procedure (SOP) effective.As a Major Incident Management process document writer, you should be well-versed in ITIL processes and possess excellent knowledge of the Major Incident Management process. You will need to define the communication protocol and channels to be used after the closure of a Major incident. Additionally, you will be required to collect and report Major incident process metrics across portfolios, including creating problem management records, conducting root cause analysis, etc.Having prior work experience in running the Major Incident Management process across portfolios is essential for this role. You should be able to report and measure the effectiveness of the Major Incident Management process using metrics and address any gaps and concerns raised by stakeholders. Knowledge of working in the Pharma industry involving GxP applications as a managed service will be an added advantage.Your total experience should be 8 years, and mandatory skills required for this role include expertise in Major Incident Management process and ITIL Process.,
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