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Critical Incident Coordinator
3 weeks ago
- Handle critical incidents from start to closure, ensuring timely resolution and adherence to the incident management process.
- Lead the overall coordination of the incident management process, including major incidents, potential service-impacting incidents, and non-service impacting incidents.
- Coordinate interfaces between incident management and other service management processes to drive efficiency and effectiveness.
- Develop and maintain the incident management process and procedures to ensure smooth operation.
- Drive IRC/PIR calls and follow internal review committee processes to resolve incidents efficiently.
- Work closely with vendors to drive improvements and performance in incident management.
- Ensure effective MI communication to stakeholders and prepare/publish major incident reviews as needed.
- Collaborate with Problem Management to coordinate RCA resolutions and drive continuous process improvement.
- Utilize ITIL-based service delivery management principles to ensure efficient incident management.
- Possess a strong background in Telecommunication domains and experience in ITIL Incident Manager roles.
- Demonstrate excellent communication skills, both written and verbal, and good coordination and communication abilities.
- Show strong attention to detail and technicalities, as well as good interpersonal and multi-tasking skills.
- Provide prompt and accurate status reporting to ensure transparency and accountability.
