Crisis Resolution Specialist

1 week ago

Pune, Maharashtra, India beBeeLeadership Full time ₹ 15,00,000 - ₹ 28,00,000

Job Title: Senior Crisis Resolution Lead

 

About the Role

We are seeking a seasoned Senior Crisis Resolution Lead to join our team. As a key member of our operations environment, you will play a critical role in ensuring our services meet all service level agreements.

 

Duties and Responsibilities
  • Lead and coordinate the response team during critical service disruptions, ensuring swift decision-making and efficient escalation procedures.
  • Maintain a computer operations environment that meets all service level agreements, including 24x7 availability and response time parameters.
  • Make timely decisions on prioritization and escalation to minimize disruption.
  • Document incident timelines and actions taken for future reference.
  • Manage the bridge call or incident war room, providing regular updates to leadership and affected business units.
  • Collaborate with external vendors or third-party providers as needed.

 

Prevention and Preparation
  • Develop and maintain incident management procedures and playbooks to ensure seamless responses.
  • Keep incident response plans up-to-date and regularly test them to identify areas for improvement.
  • Train team members on incident response procedures to enhance their skills.
  • Analyze incident patterns to pinpoint systemic issues and implement preventive measures.
  • Work closely with teams to develop and implement strategies for disaster recovery and business continuity.
  • Recommend process improvements based on lessons learned from past incidents.
  • Update documentation and procedures based on experience.

 

Requirements
  • A minimum of 8 years' experience working on major incidents for UK/US clients.
  • Bachelor's degree or equivalent combination of education, training, or work experience.
  • Excellent organizational and time management skills, with ability to prioritize tasks under minimal supervision.
  • Strong communication and analytical skills, with ability to multitask effectively.

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