Join KONE as an SIAM Specialist - Incident & MIM to lead incident management, major incidents, and problem resolution swiftly in Chennai & Pune offices. Handle multivendor models and ITIL practices. Work on priority incidents, manage major incident bridge calls, and liaison with stakeholders for timely issue resolution. Collaborate with support teams, maintain service catalogs, and ensure SLAs compliance. Provide updates to senior management and drive problem management initiatives. A team player with problem-solving skills and technical understanding is needed for this full-time on-site job opportunity.
JOB DESCRIPTION
Job purpose:
Looking out for a dynamic incident manager to join our IT department. In this role, you will lead the incident management process to resolve and restore KONE’s IT operations swiftly. Having an attitude for picking up new/innovative technologies and procedures.
Our ideal candidate should have a minimum of 6 years of experience in Incident and Major incident management. An outstanding incident manager should excel at multitasking and remain judicious during major incidents and obtain detailed root cause analysis (in Problem management front). Working in multi-supplier model by applying ITIL practices and able to adapt agile best practices. He/she will be accountable for managing the Kone approved Incident and Major management processes.
Roles & Responsibilities:
- Prioritizing incidents according to their urgency and influence on the business
- Collaborating with the AskIT and other support teams (including 3rd party suppliers) to ensure that all protocols are diligently followed
- Follow the KONE approved incident and Service Request management process and suggest process improvements and maturity when required to the Process Owners
- Part of Service request management – maintain Service catalogs, track, and update with the help of relevant stakeholders
- Managing multiple suppliers of services and integrating them to provide a single business-facing IT organization
- Seamlessly integrate interdependent services from various internal and external service providers into end-to-end services in order to meet business requirements
- Proven experience in handling the Bridge calls
- Create Major Incident Technical & Management Bridge calls Steer and manage the Major Incident Bridge Calls Distribute Major Incident communications
- Raise hierarchical and time-bound escalations with vendors for tickets that are reaching their SLA (Service Level Agreement) thresholds
- Coordination with suppliers, contractors, 3rd parties, etc. to ensure timely incident resolution and contractual fulfilment.
- SPOC (Single Point of Contact) for all Major Incidents - Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
- Monitor the incidents to ensure that the Service Level Agreement are respected
- Identify, initiate, schedule and conduct incident reviews in periodic intervals
- Plan, coordinate and control the restoration of complex and high impact system problems that occur within the production environment
- Develop strong working relationships with support and delivery teams, management and liaise with support areas as required
- Understand and clearly communicate the business impact of major incidents
- Communication via various means including email notifications, Yammer posts, SMS etc... to relevant stakeholders - act as a central communication point for major incidents – all Priority 1 issues and Priority 2 issues as required
- Providing updates / communication to senior management on the status of P1 (Priority 1) & P2 (Priority 2) incidents
- As a major incident manager manages significant outages and crises and reports issues to problem management
- Provide assistance with identifying problem management trends
- Analysis and trending of incidents, root cause to allow improvement initiatives to be accepted and delivered in conjunction with Service Managers, where required
- Act as a Knowledge manager to contribute and track the progress of Knowledge management
- Ready to work in rotational shifts (if required)
Competency:
ITIL foundation with DevOps and Agile concepts/methodology understanding
ITSM tool knowledge, reporting and basic configuration – Service now, Remedy force etc.
Job specific skills:
Formidable team player with excellent interpersonal skills
Ability to effectively manage multiple priorities with minimal supervision
Systematic, disciplined, and analytical approach to problem solving
Customer focused and Problem-solving skills
Logical and critical thinking
Technical understanding (basic Infra and Application services)
Quick learner & Ready to adapt
*Multiple Vacancies
At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.
