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Incident Management

4 months ago

Mumbai, Maharashtra, India Cognizant Full time

Incident Management Job Description:
Incident Management- Major Incident Manager / CritSit Manager

Responsibilities:

  • Record and validate received major Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.
  • Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
  • Validate first-line investigation and diagnosis of all Incidents by working with support groups.
  • Owns all Critical Incidents throughout the lifecycle.
  • Responsible for the complete process adherence and handling of incidents according to SLAs.
  • Responsible for handling P1 incidents and work with Incident Coordinator when it becomes a Major Incident.
  • Identify & prioritize Incidents at risk of breaching Service Level Agreement/Operational Level Agreement.
  • Verify resolution provided by support groups.
  • Ensure the closure of all resolved Critical Incident records.
  • Driving the efficiency and effectiveness of the incident management process.
  • Handle the activities based on the SOP's
  • Facilitate the voice Bridge during the Critsit
  • Send regular updates during the outage.
  • Follow-up and track the RCA's.