Incident Manager

4 weeks ago


Pune, Maharashtra, India Tata Consultancy Services Full time
Years of experience: 5-7 years
Job Location:Pune

Role descriptions / Expectations from the Role
·Coordinate among various teams / groups / organization for resolution
·Open the communication channel at the time of crisis (Priority 1 or Priority 2)
·Determines appropriate stakeholders for communication updates
·Determines contents of the communication
·Provides Major Incident Report / data and presents it to the Customer Stakeholders
·Coordinates with Vendors MIM/SPOC on updates for Priority tickets pending for Vendor action
·Need to follow the Major Incident Management process (Opening bridge calls within agreed period, Involving the right resolver groups & Key participants).
·Good Communication and Stakeholder Management Skills
· Participating in Post-Incident Reviews, including addressing any actions that came from the post-Incident review, as required by the customer
· Escalating issues to the appropriate levels for resolution in accordance with escalation procedures approved by Customer
· Create Incident Management reports as per agreed period (Daily, Weekly, Monthly, Etc)
· Major Incident manager need to ensure that critical Incident is resolved within agreed time. If not escalation matrix is followed for further assistance, for faster resolution
· Providing periodic updates on status of Incident in accordance with the Incident Management process
·Reviews effectiveness and efficiency of the process.
·Creates and maintains process document.
·Ensures that the process is defined, documented, maintained and communicated at all levels within the organization and to vendors as appropriate.
·Establishes and communicates the process roles and responsibilities.
·Establishes and communicates the process, service levels, and process performance metrics.
·Provides adequate process training for the support team members.
·Establishes reasonable targets for process improvement.
·Monitors and reports the process performance.
·Identifies and communicates opportunities for process improvement.

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