Incident Management Consultant Kpmg India Services Llp

Consultant

• Own, monitor, track and communicate Incident recovery or resolution activities.
• Perform end to end Incident Management for all priority Incidents including managing the backlog/reassignment and working with the resolver groups daily.
• Supervision of queue performance for Incidents including backlogs, bouncing Tickets and initiation of re-prioritisation and escalations.
• Ensure incident records are accurately maintained, updated, and progressed to maintain compliance with all SLAs and process KPIs.
• Work with Service Providers to ensure all incidents are correctly categorised/prioritised, the ownership is clearly defined and act as an escalation point where required.
• Communicate with Service Providers on new or updated processes and monitor adherence to process standards.
• Evaluate Incident Management performance, including the assessment of Incident trend information provided by Service Providers & identify actions for continual service improvement.

• Act as the point of contact for all major incidents, ensuring prompt engagement and coordination of resources including all relevant service providers.
• Lead and coordinate major incident resolution efforts, including communication with stakeholders and technical teams.
• Utilise the agreed collaboration channels (for example WebEx / teams) to convene and steer Major Incident team up to service restoration.
• Organize and facilitate major incident review meetings, documenting outcomes and ensuring follow-up actions are completed.
• Develop and maintain major incident management procedures and communication protocols.
• Provide regular updates to senior management and stakeholders during major incidents.
• Initiate KPMG business continuity activities after disaster has been declared.

Skills, Experience & Qualifications:

• SIAM foundation & ITIL V4 Foundation certification is required.
• Experience in managed service preferred.
• Professional degree with 5+ years related IT experience.
• 3 years of Service Integration and Management experience.
• Excellent understanding of ITIL and Service Management principles.
• An ability to converse with both technical and non-technical staff in a way that inspires confidence in your ability is also critical. As an intermediary function between technical / non-technical and junior / senior staff, it is your roles to ensure that everyone is working at optimal levels. 
• Demonstrable experience in high stress, client facing roles such as Major Incident Management, Change Management or Service Delivery roles.
• Experience of process creation, optimisation, and documentation.
• Experience of working with multiple suppliers in line with a stringent delivery framework, including the management of poor performance remediation. 
• Has a broad knowledge and understanding of IT concepts and architectures, coupled with proven experience of successfully managing incidents and problems
• Has general awareness of the nature of business-critical incidents, and of their implications for the business

• Own, monitor, track and communicate Incident recovery or resolution activities.
• Perform end to end Incident Management for all priority Incidents including managing the backlog/reassignment and working with the resolver groups daily.
• Supervision of queue performance for Incidents including backlogs, bouncing Tickets and initiation of re-prioritisation and escalations.
• Ensure incident records are accurately maintained, updated, and progressed to maintain compliance with all SLAs and process KPIs.
• Work with Service Providers to ensure all incidents are correctly categorised/prioritised, the ownership is clearly defined and act as an escalation point where required.
• Communicate with Service Providers on new or updated processes and monitor adherence to process standards.
• Evaluate Incident Management performance, including the assessment of Incident trend information provided by Service Providers & identify actions for continual service improvement.

• Act as the point of contact for all major incidents, ensuring prompt engagement and coordination of resources including all relevant service providers.
• Lead and coordinate major incident resolution efforts, including communication with stakeholders and technical teams.
• Utilise the agreed collaboration channels (for example WebEx / teams) to convene and steer Major Incident team up to service restoration.
• Organize and facilitate major incident review meetings, documenting outcomes and ensuring follow-up actions are completed.
• Develop and maintain major incident management procedures and communication protocols.
• Provide regular updates to senior management and stakeholders during major incidents.
• Initiate KPMG business continuity activities after disaster has been declared.

Skills, Experience & Qualifications:

• SIAM foundation & ITIL V4 Foundation certification is required.
• Experience in managed service preferred.
• Professional degree with 5+ years related IT experience.
• 3 years of Service Integration and Management experience.
• Excellent understanding of ITIL and Service Management principles.
• An ability to converse with both technical and non-technical staff in a way that inspires confidence in your ability is also critical. As an intermediary function between technical / non-technical and junior / senior staff, it is your roles to ensure that everyone is working at optimal levels. 
• Demonstrable experience in high stress, client facing roles such as Major Incident Management, Change Management or Service Delivery roles.
• Experience of process creation, optimisation, and documentation.
• Experience of working with multiple suppliers in line with a stringent delivery framework, including the management of poor performance remediation. 
• Has a broad knowledge and understanding of IT concepts and architectures, coupled with proven experience of successfully managing incidents and problems
• Has general awareness of the nature of business-critical incidents, and of their implications for the business

• Own, monitor, track and communicate Incident recovery or resolution activities.
• Perform end to end Incident Management for all priority Incidents including managing the backlog/reassignment and working with the resolver groups daily.
• Supervision of queue performance for Incidents including backlogs, bouncing Tickets and initiation of re-prioritisation and escalations.
• Ensure incident records are accurately maintained, updated, and progressed to maintain compliance with all SLAs and process KPIs.
• Work with Service Providers to ensure all incidents are correctly categorised/prioritised, the ownership is clearly defined and act as an escalation point where required.
• Communicate with Service Providers on new or updated processes and monitor adherence to process standards.
• Evaluate Incident Management performance, including the assessment of Incident trend information provided by Service Providers & identify actions for continual service improvement.

• Act as the point of contact for all major incidents, ensuring prompt engagement and coordination of resources including all relevant service providers.
• Lead and coordinate major incident resolution efforts, including communication with stakeholders and technical teams.
• Utilise the agreed collaboration channels (for example WebEx / teams) to convene and steer Major Incident team up to service restoration.
• Organize and facilitate major incident review meetings, documenting outcomes and ensuring follow-up actions are completed.
• Develop and maintain major incident management procedures and communication protocols.
• Provide regular updates to senior management and stakeholders during major incidents.
• Initiate KPMG business continuity activities after disaster has been declared.

Skills, Experience & Qualifications:

• SIAM foundation & ITIL V4 Foundation certification is required.
• Experience in managed service preferred.
• Professional degree with 5+ years related IT experience.
• 3 years of Service Integration and Management experience.
• Excellent understanding of ITIL and Service Management principles.
• An ability to converse with both technical and non-technical staff in a way that inspires confidence in your ability is also critical. As an intermediary function between technical / non-technical and junior / senior staff, it is your roles to ensure that everyone is working at optimal levels. 
• Demonstrable experience in high stress, client facing roles such as Major Incident Management, Change Management or Service Delivery roles.
• Experience of process creation, optimisation, and documentation.
• Experience of working with multiple suppliers in line with a stringent delivery framework, including the management of poor performance remediation. 
• Has a broad knowledge and understanding of IT concepts and architectures, coupled with proven experience of successfully managing incidents and problems
• Has general awareness of the nature of business-critical incidents, and of their implications for the business

Experience Level