Major Incident Manager

1 month ago


Chennai, 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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