Date Posted:

2024-11-08

Country:

India

Location:

Block G&H (Tulip), 8th Floor, Embassy Tech Village, Sarjapura Outer Ring Road, Devarabeesanahalli, Bangalore, Karnataka,560103, India.

Job Title:  Major Incident Specialist

Years Of Experience : 5-9

Level: G3

Role Overview: 

OTIS is seeking a Major Incident Specialist responsible for leading the Major Incident Management Team. This role is responsible to effectively manage and resolve major incidents minimizing the business impact and ensuring service restoration within agreed service level targets. This role also involves performing incident management tasks and driving continuous improvement in incident management processes and procedures. This individual will be tasked with evaluating the current landscape while working with their internal parties as well as outsourcing partners to execute operational services, establish operational process and governance with a focus on incident.  They will also be representing the operational process to all stakeholders, reporting on performance, and developing recommendations for continual service improvement, in addition to maintaining the team’s 24/7 support model

On a typical day you will: 

Primary point of contact and escalation for Major Incident Management (MIM), coordinating and leading the team in incident resolutionPerform incident management tasks, including incident identification, logging, categorization, prioritization, and initial diagnosisAnalyze incident trends and patterns to identify areas for improvement and drive proactive measures to prevent future major incidentsCollaborate with stakeholders to ensure timely communication and updates throughout the incident lifecycleLead post-incident reviews to identify root causes, lessons learned, and opportunities for improvement in incident management processesLeads the development of procedures, work instructions, and templates to support executionEnsure incident quality is accurate, detailed and all relevant information is documentedEscalate unresolved issues through escalation channelLeverage's knowledge and best practice experience to identify and champion recommendations for improvements opportunities within the incident process areaEnsures compliance with Otis’s standards and policiesLeads analysis, evaluation, and assessment of the incident management team and objectivesDrive measurable improvements in customer satisfaction and operational efficiencyDemonstrated leadership and experience managing operations in a high-pressure, 24x7 global environment with multiple partnersDefine, measure and support operational metrics for internal SLA, such as availability, performance and mean time to recover (MTTR)

What You Will Need to be Successful: 

Bachelor’s Degree and 5+ years of related work experienceITIL certification and training with Advanced ITIL certifications a plusProven experience in using ITIL Framework methodologies within a complex IT environmentStrong vendor management and experience in an onshore/offshore operational modelExcellent communication and leadership skills to effectively coordinate and lead the incident management team and present technical details to a non-technical audienceAbility to manage competing priorities and coordinate cross-functional teams to meet incident schedules and milestones in high-pressure situationsAbility to analyze incident data to identify trends and opportunities for process improvementInternational Customer Service experience preferredWorking knowledge with ServiceNow, Problem Management and Change Management preferred

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day. 

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2 billion people every day and maintain approximately 2.2 million customer units worldwide, the industry's largest Service portfolio.  

You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 69,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.  

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge.  

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.   

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do.  We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.  

Become a part of the Otis team and help us #Buildwhatsnext! 

Otis is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at careers@otis.com.

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