Mim

2 weeks ago

Chennai Tamil Nadu, India Cognizant Full time

Incident Management Job Description:
Incident Management
- Major Incident Manager / CritSit Manager

Exp - 5.5-12 Yrs

Location : Chennai/Bangalore

**Responsibilities**:

- Record and validate received major Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.
- Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
- Validate first-line investigation and diagnosis of all Incidents by working with support groups.
- Owns all Critical Incidents throughout the lifecycle.
- Responsible for the complete process adherence and handling of incidents according to SLAs.
- Responsible for handling P1 incidents and work with Incident Coordinator when it becomes a Major Incident.
- Identify & prioritize Incidents at risk of breaching Service Level Agreement/Operational Level Agreement.
- Verify resolution provided by support groups.
- Ensure the closure of all resolved Critical Incident records.
- Driving the efficiency and effectiveness of the incident management process.
- Handle the activities based on the SOP's
- Facilitate the voice Bridge during the Critsit
- Send regular updates during the outage.
- Follow-up and track the RCA's.

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