Consulting - DCM - CS&AD - Major Incident Management

4 weeks ago

Bengaluru, India Deloitte Full time

Major Incident Management (Global scope)

Drive Major Incident Management Process across the globe. Liaison between Technical teams during a Major Incident and provide updates to all the stakeholders at regular intervals. Following target time/date for providing PIR within a stipulated timeframe by coordinating across vendors. Assisting with the handling of major incidents and identifying their root cause. To be able to make necessary reports as per client requirements to show process improvement. For e.g. KPI, SLA, RFO, PIR etc. Coordinating actions of others as necessary to assist with analysis and resolution actions for incidents

PI Handling (Priority 1 Incident Handling)

Determine if an incident needs to be escalated according to priority and severity of issue. Facilitate technical troubleshooting efforts and engage additional technical support as needed, including vendor support. Analyzing P1 incidents for correct prioritization and classification Monitoring progress on the resolution of P1 Incidents Perform trend analysis on various incident scenarios and identify potential problems and/or increasing trend of repetitive Incidents. Operationalize P1 resolution Global IT teams, provide process related documentation support Prepare statistics, KPIs and trend reports for P1’s in the environment for management consumption.

Change Management

Leading change management activities within a structured process framework. Focus specifically on high impact and high value changes. Evaluating the change impact and organizational readiness to limit potential risk Convene the change advisory board (CAB) meetings if required. Share minutes and detailing to management. Circulate the change schedule for critical changes. Evaluating the risk of change and providing actionable guidelines on reducing the impact. Oversee the actual critical change and provide timely updates.

Conduct post implementation reviews to assess the decisions and performance improvement abilities related to the change request

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