Incident Management Specialist
2 weeks ago
Role : Incident Manager
Experience:5 Year+
Location : Noida Sector-135
Job Description:
- Manage all major incidents (Sev1, Sev2) and urgent/on-demand Sev3 incidents in a 24x7 centralized desk.
- Receive and log incidents via phone, email, and web in SNOW Portal.
- Perform initial assessment, categorization, and prioritization using the Call Logging Template (CLT).
- Lead and facilitate incident calls with full ownership until resolution.
- Conduct initial discovery and provide preliminary support before engaging domain SMEs.
- Assign incidents to appropriate resolution groups and drive closure.
- Initiate bridges and release notifications with meaningful progress updates.
- Keep internal and external stakeholders informed throughout the incident lifecycle.
- Escalate unresolved incidents per escalation procedures approved by CUSTOMER SPOC.
- Maintain and update the MIM portal with all relevant incident information.
- Ensure incidents are not closed until fully resolved and approved by CUSTOMER.
- Conduct quarterly reviews and audits of processes, roles, and documentation.
- Maintain daily trackers for P1/P2 incidents and bridge adherence.
- Publish weekly and monthly dashboards with insightful analysis.
- Follow up for RCA post-incident closure for CUSTOMER-dependent P1 incidents.
- Organize monthly cross-skill training with domain teams.
- Maintain and reconcile escalation matrices and notification distribution lists
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