Major Incident Manager

PRIMARY DUTIES AND RESPONSIBILITIES Operational coordination and response to Major Incidents during the shift, ensuring ownership, quality process adherence and Mean Time to Recovery focused responses. Lead high-priority major incident service restoration and provide operational support. Engage with domain SMEs, CREs to identify appropriate paths to limit/mitigate business impact and further restore service as quick as possible. Escalate and engage as appropriate to ensure focused and fast passed service restoration Clearly communicate progress in appropriate format and business aligned, non-technical language. Work outage tickets for production-affecting issues alongside other TP IT teams. Staff the Major Incident Management hotline queue for inbound related to outages. Monitor the teams email inbox and Service Desk queue to provide prompt responses. Communicate regarding technical and procedural outages between company employees and clients at all levels, using ticketing, email, instant messaging, phone and in-person media. Strong problem solving, analytical, and time management skills. Understanding of enterprise infrastructure including servers, networks, storages, databases etc. Performs other related duties and assignments as required and as assigned by Supervisor, Lead, or Manager Thrive as a team player in a fast-paced, high-energy, change-oriented environment. Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc. and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately Identify opportunities for efficiency and development in both the team and individual. QUALIFICATIONS AND REQUIREMENTS College degree or technical training. Incident Management experience of 24 months + preferred. Proficient with Microsoft Office / Google Workspace tools Should have both an interest in the IT industry and technical aptitude. Must have excellent verbal and written English skills. Must have excellent customer service skills. Must have the ability to multi-task and prioritize. Must be able to perform duties with minimal supervision. Must be willing to work in rotational shifts (including night shifts). Must produce a high quantity of quality work with very few errors and mistakes. Must demonstrate reliability, initiative, and creativity. Must possess mature and sound judgment. Must demonstrate excellent teamwork and cooperation, including willingness to accept schedule changes due to changing business requirements. ITIL certification will be added advantage