Industry Type:
Electrical / Elx / Telecom /Semiconductor /Nano Tech
Job Detail:
The Job Roles and responsibilities include the following (but not limited to): –
Establishing Incident Response Framework:
- Develop an overarching incident response framework that outlines the organization’s approach to managing incidents.
- Ensure the framework aligns with industry best practices and integrates seamlessly with existing processes.
Incident Response Policy Development:
- Formulate high-level policies that guide incident response efforts.
- Include detailed escalation procedures, communication protocols, and coordination with external parties within the policies.
Incident Response Governance:
- Define the roles and responsibilities of key stakeholders involved in incident response, including incident response teams, management, legal, and communication teams.
- Ensure clear accountability and ownership of incident response activities.
Cross-Supplier Incident Coordination:
- Coordinate activities and communications across incident response teams and other stakeholders involved in managing incidents.
- Facilitate collaboration among multiple service providers to ensure a unified response to incidents.
Communication Plan Implementation:
- Implement communication plans to ensure timely and accurate communication with internal and external stakeholders during incidents.
- Maintain clear, consistent, and transparent communication channels throughout the incident lifecycle.
Incident Investigation:
- Conduct thorough investigations to determine the cause, scope, and potential impact of incidents.
- Utilize appropriate tools and methodologies to ensure comprehensive incident analysis.
Incident Documentation and Quality Assurance:
- Ensure high-quality documentation of all incidents, including Preliminary root cause & Root Cause Analysis, impact assessments, and lessons learned.
- Implement quality assurance processes to maintain the accuracy and completeness of incident records.
Contributing to the Service Line Organization:
- Share best practices and successful strategies with the Service Line Organization to enhance incident and event management across the organization.
- Share best practices and successful strategies with the Service Line Organization to enhance their respective practice across the Service Line Organization and Verticals.
- Develop and maintain a best practice repository for their respective Practice that can be adopted by other GOCs and verticals.
- Create and refine frameworks and methodologies for their respective practice that can be scaled and replicated across organizations.
- Document and standardize successful Process Management techniques and tools for broader use.
- Participate in the development of training materials and guidelines based on best practices for their respective and related practices.
- Act as a liaison between the SIAM function and the Service Line to ensure alignment and integration of their best practices.
Requirements & Behavioral Attributes:
Professional Experience:
- Adequate understanding of the ITSM with 6-8 years of experience in a similar capacity/environment.
- Extensive experience in incident and event management within a SIAM or similar multi-vendor environment.
- Proven track record of developing and implementing incident response frameworks and policies.
Skills and Competencies:
- Strong analytical skills with the ability to conduct thorough incident investigations.
- Excellent communication and interpersonal skills for effective collaboration with stakeholders.
- Ability to develop clear, concise, and impactful documentation.
- Strong project, resource, and time management skills.
- Ability to work under pressure and meet tight deadlines.
- High level of customer focus and empathy.
- Strong teamwork and information-sharing abilities.
- Attention to detail with proactive management of tasks and deliverables.
- Solid situational analysis and decision-making abilities.
Work Environment
- Should be flexible to work in a 24/7 environment.
- The candidate should demonstrate flexibility in accommodating work hours according to client time-zone requirements.
- The responsibilities of this role are expected to adhere to the guidelines outlined in the Harman’s Flexible Work Policy.
Educational Background and Certifications:
- Minimum education:
- Graduate in Engineering or Science.
- Certifications:
- Mandatory
- ITIL V3/V4 Foundation is mandatory.
- Optional:
- Additional Certifications: Any one or more from the below list of certifications: –
- EXIN BCS SIAM Foundation
- Professional Scrum Master (PSM) or Certified ScrumMaster (CSM)
- ITIL 4 Managing Professional
- Certified Outsourcing Professional (COP)
- Prince2 / Project Management Professional (PMP)
- Certified Agile Service Manager (CASM)
- COBIT 2019 Foundation
- ISO/IEC 20000 Foundation
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