Head - Crisis Management - IT

Our client a leading IT MNC in Chennai

Accountabilities:

- Facilitate live outage calls, capturing technical findings from subject matter experts, documenting action items, assigning owners and time frames and following-up on status.

- Drive critical impact calls involving multiple parties including CIOs.

- Successfully navigating the organization to identify, engage and escalate all teams required to resolve outages.

- Partnering with Business Unit Partners to identify, quantify and communicate business impact.

- Concisely detailing and summarizing the technical and business impacts of a managed event, at an executive level, often with SLT exposure.

- Ensuring communications are sent to stakeholders at regular intervals and within expected timeframes.

- Recording a detailed chronology of the incident for use in post-incident reviews.

- Monitor teams' effectiveness and work with business partners to improve process efficiency, through automation, when possible.

- Participate with ITSM Governance team in cross-functional design sessions; including collecting/sharing BU feedback on ITSM processes/procedures and helping to inform/educate BU partners on ITSM processes/procedures.

Desired Profile:

- Minimum 10 years of experience in IT Major Incident Management

- ITIL Certified