Job Description

At Mr. Cooper Group, You Make the Dream Possible.
Our purpose is simple: Keeping the dream of homeownership alive. As a Mr. Cooper Group team member, you play a big role in making that dream possible. Around here, we know our roles and work together, volunteer to make a difference, and challenge the status quo when needed. Everything we do is in the care and service of our teammates and our customers.
Join us and make the dream of home ownership possible!
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Role - Major Incident Manager
Position Summary
As a Major Incident Manager, you will oversee all aspects of the Major Incident Management process, from identification to restoral of service as quickly as possible to minimize the impact to business operations.
During the major incident lifecycle, the Incident Manager ensures timely escalations to technical teams, coordinates with support resources, and drives service restoration activities. The role also includes creating and managing timely communications during outages to stakeholders and support team performing the root cause analysis & and conducting follow-up meetings.
Also, the Incident Manager will drive continuous improvement activities including focusing on driving down incident counts, reducing Mean time to Restore (MTTR), incident duration, TCO activities and will act as an escalation point for leadership. The resource must have cross functional knowledge and should be able to support Problem and Change management activities.
Some of the things you will be doing.

• As a part of Production Assurance team you will be the First Point of contact for all Major Incidents.
• Work independently to manage critical incidents, including facilitating triage calls to engage technical support teams, coordinating service restoration activities, and communicating all relevant details to key business stakeholders.
• Documenting details related to Major Incidents, including the decisions taken & teams engaged, service restoration actions and its associated results.
• Craft clear and concise communications in a timely manner per the service level objective to incident resolution.
• Probe and manage major incident acceptance by determining the Impact and Urgency, set priority based on situational appraisal and extracted information from the resolver teams.
• Conducting an after-action review with all parties actively engaged during the Major Incident and participating in the Problem Management process as part of the Production Assurance team.
• Documenting root cause details and preventative action items for Problem Management.
• Maintain a high level of sensitivity towards future business impact and risk to customers/stakeholders.
• Establish and cultivate relationships with stakeholders to create and support the incident, change and problem management processes.
• Generate reporting to measure success of the incident management process, trend analysis reports of recurring incidents, monthly metrics major incidents and other reports as required.
• Initiate actions to resolve potential interruptions to service identified during proactive and trending analysis of IT incidents.
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced as applicable.
• Participate in other projects and deliverables as assigned.
• Ability to effectively translate complex technical details into business equivalent terms for communication to a wider non-technical audience.
• Strong working knowledge of ITIL and IT Service Management processes, specifically around incident, change and problem management.

Skill Requirements

• Must be able to work independently, take the initiative and be a self-starter. Mortgage industry experience will be an added advantage.
• Must have minimum 4-6yr experience in Incident manager role with overall experience of minimum 8-10yrs+
• Strong facilitation skills to command-and-control major incident bridges to ensure timely resolution Must be able to actively run a major incident bridge independently.
• Excellent verbal and written communication skills are required in all aspects of this role. You will need to use proper spelling, grammar, and business language to effectively communicate with key stakeholders & leadership (both internally and with external vendors).
• Solid interpersonal skills and a positive disposition are essential to working effectively across the organization to drive results, and a strong desire to help others succeed will be key in working and collaborating as part of our global team.
• Ability to self-motivate, high growing and fast-paced environment to identify and implement appropriate day to day actions with high-level direction and minimal guidance.
• Ability to identify or infer from information available, the impact to business resulting from an incident, and determine & drive the escalation and response plan appropriate to the impact.
• Outgoing & collaborative approach to daily work and interactions, and a no-nonsense approach to solving problems and driving results.
• Proficiency with Microsoft Office (Outlook, PowerPoint, Excel, Word, etc.) is required for this role.
• Working knowledge and experience with Enterprise Service Management (ESM) platforms such as ServiceNow, or equivalent Incident management tools.
• Strong working knowledge of ITIL and IT Service Management processes, specifically around Incident, Change and problem management.

• Critical Thinking, Problem Solving and Deductive Reasoning, Leadership Capacity and Competency
• Commanding presence to manage major incident bridge effectively and demonstrate active listening with the ability to learn, develop and execute quickly
• Ability to multi-task and make good decisions in a dynamic and high impact environment.

Experience & Education Requirements

• UG, PG Graduate Degree Holder
• Must have minimum 4-6yr experience as a Major Incident Manager with overall experience of minimum 8-10yrs+
• ITIL certification.
• Working experience and knowledge of end-to-end IT hardware, software and application systems solution delivery from idea conception, design, development and transition into production operations and maintenance.

• Demonstrable experience working in an operational area of IT, within a large or multi-client environment.
• Must be willing to work in shifts and should be open for weekend on-call duty.
• Incident Management with a demonstrated track record of increasing responsibility or satisfactory results.

Mr. Cooper Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a protected veteran. EOE/M/F/D/V
Job Requisition ID: 023762
Job Category: Information Technology
Primary Location City: Bengaluru
Primary Location Region: Karnataka
Primary Location Postal Code: 560064
Primary Location Country: India
Additional Posting Location(s): Chennai NSM Block 1A