Lead Major Incident Manager

Date Posted:

2024-11-08

Country:

India

Location:

Block G&H (Tulip), 8th Floor, Embassy Tech Village, Sarjapura Outer Ring Road, Devarabeesanahalli, Bangalore, Karnataka,560103, India.

Job Title: Lead Major Incident Manager

Years Of Experience: 10 -13 Years

Role Overview: 

OTIS is seeking a Lead Major Incident Manager responsible for leading the Major Incident Management Team. This role is responsible to effectively manage and resolve major incidents minimizing the business impact and ensuring service restoration within agreed service level targets. This role also involves performing incident management tasks and driving continuous improvement in incident management processes and procedures. This individual will be tasked with evaluating the current landscape while working with their internal parties as well as outsourcing partners to execute operational services, establish operational process and governance with a focus on incident.  They will also be representing the operational process to all stakeholders, reporting on performance, and developing recommendations for continual service improvement, in addition to maintaining the team’s 24/7 support model

On a typical day you will: 

• Primary point of contact and escalation for Major Incident Management (MIM), coordinating and leading the team in incident resolution
• Perform incident management tasks, including incident identification, logging, categorization, prioritization, and initial diagnosis
• Analyze incident trends and patterns to identify areas for improvement and drive proactive measures to prevent future major incidents
• Collaborate with stakeholders to ensure timely communication and updates throughout the incident lifecycle
• Lead post-incident reviews to identify root causes, lessons learned, and opportunities for improvement in incident management processes
• Leads the development of procedures, work instructions, and templates to support execution
• Ensure incident quality is accurate, detailed and all relevant information is documented
• Escalate unresolved issues through escalation channel
• Leverage's knowledge and best practice experience to identify and champion recommendations for improvements opportunities within the incident process area
• Ensures compliance with Otis’s standards and policies
• Leads analysis, evaluation, and assessment of the incident management team and objectives
• Drive measurable improvements in customer satisfaction and operational efficiency
• Demonstrated leadership and experience managing operations in a high-pressure, 24x7 global environment with multiple partners
• Define, measure and support operational metrics for internal SLA, such as availability, performance and mean time to recover (MTTR)

What You Will Need to be Successful: 

• Bachelor’s Degree and 10+ years of related work experience.
• Experience in Major Incident Support.
• ITIL certification and training with Advanced ITIL certifications a plus
• Proven experience in using ITIL Framework methodologies within a complex IT environment
• Strong vendor management and experience in an onshore/offshore operational model
• Excellent communication and leadership skills to effectively coordinate and lead the incident management team and present technical details to a non-technical audience
• Ability to manage competing priorities and coordinate cross-functional teams to meet incident schedules and milestones in high-pressure situations
• Ability to analyze incident data to identify trends and opportunities for process improvement
• International Customer Service experience preferred
• Working knowledge with ServiceNow, Problem Management and Change Management preferred

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day.

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2 billion people every day and maintain approximately 2.2 million customer units worldwide, the industry's largest Service portfolio. 

You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 69,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with aproven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company. 

When you join Otis, you become part of an innovativeglobal industry leaderwith a resilient business model. You’llbelong to a diverse,trusted,and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge. 

We provideopportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs. 

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do.We are guided by our values that we call ourThree Absolutes –prioritizing Safety, Ethics, Qualityin all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.  

Become a part of the Otis team and help us #Buildwhatsnext!

Otis is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at careers@otis.com.

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