Major Incident Manager
1 week ago
Job Title: Major Incident Manager
Experience:3-6 Years
NoticePeriod: Immediate to 15 days
Location:Bangalore
JD:
·Investigating and diagnosingincidents to restore a failed IT Service as quickly as possible
·Managing the process to restorenormal service operation as quickly as possible to minimize the impact tobusiness operations
·Undertaking the responsibilities ofShift Lead and providing guidance to the other Incident Process Coordinators
·Ensuring the closure of all resolvedas well as end-user confirmed Incident records
·Ensuring that all IT teams followthe incident management process for every incident
·Point of contact for all MajorIncidents
·Monitor the incidents to ensure thatthe Service Level Agreements SLA and Operational Level OLA Agreements arerespected
·Identify initiate schedule andconduct incident reviews with respective resolver groups and stakeholder ifrequired
·Ensure that activities within aprocess are being performed at a high level of quality and that it meets itsassociated Service Level Agreements SLA or Operational Level Agreements OLA
·Sending an outage notificationagainst occurrence of any major incident and to share its updates withstakeholders
·Determining if an incident needs tobe escalated according to priority and severity of issue
·Escalate unresolved incidents toSDMs and higher management for faster resolutio
·Driving developing managing andmaintaining the major incident process and associated procedures
·Contribution to ongoing process andoperational improvements by Doing Audits and Analysis of the Major Incidents
·Regular connects with SDMs and BRMsthroughout the life cycle of Major Incident
·Proactive and flexible in work
·Ability to identify trouble spotsquickly and an excellent team player
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