Major Incident Manager

Hello Greetings!!!This is Sakshi from Jconnect INC. Below is the requirement with my client. Please let me know if you are available for this role.Title: Major Incident ManagerLocation : Cincinnati, OHDuration: FulltimeJOB DESCRIPTION:3+ YearsJob DescriptionMajor Incident ManagerService Desk Management:• Team Supervision: Lead, mentor, and train a team of service desk agents to maintain high service standards and professional development• Workforce Management: Schedule staff, manage workloads, and set coverage to ensure constant service availability• Daily Operations: Oversee the day-to-day functioning of the service desk, ensuring efficient and effective problem resolution.• Ticket Management: Manage the queue of support tickets, ensuring proper assignment, escalation, and timely resolution within SLAs• Process Improvement: Develop, refine, and document processes for troubleshooting and problem resolution to improve service efficiency and customer experience.• Knowledge Base Management: Ensure the accuracy and maintenance of documentation for recurring issues and their resolutions.• Reporting: Daily, Weekly and Monthly reporting of operational metricsMajor Incident Management:Managing the incident lifecycle from detection to closure, facilitating cross-functional teams, ensuring timely and clear stakeholder communication, conducting post-incident reviews for continuous improvement, and developing incident management tools and processes• Orchestrate Response: Lead and facilitate all investigation activities, meetings, and conference calls, ensuring a collaborative approach to resolution.• Communicate Effectively: Issue all communications to key stakeholders and customers regarding the incident's status and expected resolution.• Manage Teams: Matrix-manage various technical and operational teams, including external third parties, to develop and execute collaborative action plans with clear roles and deadlines.• Drive to Resolution: Ensure the incident is resolved quickly, whether through a temporary workaround or a permanent fix.• Document Progress: Maintain accurate records and logs of the incident, including technical diagrams and contact information.• 5+ years of experience in Service Desk management or IT MIM support.If you are interested, please send me your updated resume ASAP with below details:Full Name:Current Location/Zip:Contact Number:E-Mail Id:Alternate Email Id:Visa/Work Permit Status:Current Rate/Salary:Expected Base Salary:Notice Period/Availability to Start:Skype ID:Willingness to relocate to job location:Any Relocation Concern (family/house/weather):Current/Previous Employer Name:Preferred Interview timings (Specify Time zone):Any other job opportunity in process & at which stage:Overall Experience Summary:LinkedIn URL:Looking forward for your response..Thanks and Regards,Sakshi TripathiJconnect Infotech Inc.168 Barclay Center Ste. 347,Cherry Hill, NJ 08034Email: sakshi@jconnectinc.com