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Mim 4 to 6 Years Bengaluru
5 months ago
Job Description
- Asses business impact and urgency, declare Major Incident or trigger business continuity procedures or disaster recovery invocation scripts;
- Manage the process of the service restoration or impact reduction;
- Ensures that cross -SDO incidents are resolved effectively securing end-to-end Service Level Agreement and Service Management;
- Identifies and takes control of unallocated incidents e.g. ‘gray space’;
- Acts as escalation point for SDOs where resolution ownership is disputed;
- Provides guidance and assistance to SDOs to ensure a globally consistent approach to operational processes;
- Provides consistent communications in scope of the process and services;
- Provides high quality reports and communications;
- Ensures that customer’s business interests are maintained over and above those of any specific SDO;
- Cooperates with various SDOs, Incident Managers, and Regional/Global Change Managers;
- Oversees the Incident Management process delivery;
- Pro-actively Identify operational issues and drive resolution working directly with the client and SDOs;
- Facilitates and lead operational and management oriented meetings;
- Own send-to-end outage and business notifications
- Primary Skills
- Major Incident manager.
- ITIL.
- Secondary Skills
- Change management.
- Problem management.
