Major Incident Manager

1 week ago


Chennai, Tamil Nadu, India HTC Global Services Full time

7+ Years in MIM, Maintain Incident Management Process which requires adding an Incident Focal role 24x5 (Mountain Standard Time - MST) with weekend on-call.

o Drive all major incidents to resolution and provides all the proper communication during and after the issue is resolved.

o Perform the following Incident Manager responsibilities throughout a Major incident:

  • Be the SPOC (Single Point of Contact) for *all* major
  • issues (severity 1) no matter the region.
  • Drive process adherence
  • Initiate bridge and send the information
  • Determine Technical Resources as needed and inform
  • all required Business Teams
  • Communication to all levels of management (written
  • and oral)
  • Executive Phone calls Severe Business Impacting Major
  • Incidents
  • Technical and Vendor resource engagement
  • Vendor accountability and engagement
  • Internal & Vendor Escalation Management
  • Follow-up and ownership on RCA process
o Identify process improvements.
o Continuation of Business Reporting (Metrics -Monthly Governance Reports, Weekly Activity Reports)
o Continual process improvement - continue to optimize process to changing business requirements like the MIM process.
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