What are the responsibilities and job description for the Major Incident Manager position at Cygnus Professionals Inc.?
Experience: 6 years in Problem Management or Major Incident Management within IT Service Management
Key Responsibilities:
• Provide Root Cause Analysis (RCA) document within 5 business days of incident resolution.
• Prioritize and schedule calls with technical teams to identify the root cause of issues.
• Update and maintain the Problem Field in Service-Now with data from RCA investigations.
• Manage Problem Tasks derived from investigations until closure.
• Ensure SLAs are met and root cause analysis is completed on time.
• Review monthly metrics (RCA submissions, CAPA closure, Problem Record closure) and achieve targets.
• Drive proactive Problem Management through incident trend analysis and action plan creation to reduce incidents.
Key Skills and Competencies:
• 6 years of experience in Problem Management or Major Incident Management.
• Strong knowledge of ITIL – Problem Management and Major Incident Management processes.
• Excellent communication, critical thinking, and root cause analysis skills.
• Open to working in US shifts (ET hours).
• ITIL Foundation certified.
• Service-Now experience is a plus.
Basic Technical Skills:
• Bachelor’s degree in Computer Science, Electronics, or a related field.
• Understanding of ITIL – Problem Management and Major Incident Management.
• Knowledge of platform services: Windows, Linux/Unix, Network, and Storage systems.
• Awareness of security and customer data protection.
• Strong decision-making and coaching skills.
• Fluent in English, both verbal and written.
• Analytical and problem-solving abilities, with the ability to multitask effectively.
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KEY SKILLS AND COMPETENCIES
• 8-10 years exp in driving the service operations.
• Min 8 year of experience in managing the IM and MIM processes
• Preferably ITIL Expert, or Min two ITIL Intermediate certified professional
• Strong analytical, communication, presentation and reporting skills
• Good leadership, people management and operational skills
• Should have exposure to ITIL practices.
• Good written & verbal communication skills
• Experience in helpdesk environment
• Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere
• Ability to work in shift and flexible schedule
• Ability to motivate staff
• Excellent team skills with ability to listen and contribute to discussions and meetings
• Building & Maintaining Relationships
• End to end ownership for customer satisfaction through levels of support
• Planning and organization & working well with Virtual Team
• Virtual Team Management Skills
• Relationship Management for services and vendors interface
