Incident Manager

4 weeks 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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