Job Description

Job Title: Major Incident Manager(MIM) Lead
Location: Wichita, Kansas
Duration: 6 Months (Contract to hire)
Implementation Partner: Infosys
End Client: To be disclosed

JD:

• In-depth knowledge of ITSM processes
• End-to-end operational process design ensuring the process is "Fit for Purpose"
• Creation & monitoring of key process operational metrics and business outcome-focused balanced scorecards
• Driving technical bridges and submitting Post Incident summary reports
• Should have extensive knowledge in creating value cases for process enhancements
• Should have analytical skills for constant process improvements
• Excellent problem-solving skills i.e., the ability to apply a highly logical and well-organized approach to the analysis and resolution of issues
• Good judgment skills with a strong sense of urgency and attention to detail
• Monitoring the effectiveness of all the processes and making recommendations for improvement
• Ability to identify dependencies between different processes and resolve process issues
• Maintain awareness of the process, including communicating information about any changes to the existing process with IT & Non-IT users
• Hold regular process reviews to keep the process up-to-date and to ensure that it's being invoked as intended

Major Accountability/Mandatory Requirements:

• Should be able to manage/drive projects assigned with zero supervision
• Tremendous project management skills
• Excellent communication skills both written & verbal is a gate
• Tremendous Powerpoint & Excel experience is a must
• Team and customer-oriented attitude
• Demonstrated ability to work under pressure
• Proven strong ServiceNow experience
• Experience in analyzing & implementation of automated tools
• Managing third-party vendors
• Ability to create informative & innovative newsletters and related marketing materials
• ITSM Expert or ITIL Intermediate is mandatory
• Support window: 24X7X365 with weekend rotational shifts

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