- Facilitate the Major Incident Bridge by engaging all relevant Resolver Groups and maintaining discussions till the Major incident is resolved
- Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.
- Coordinating with the respective SMEs for speedy resolution of the Major Incident
- Ensuring the Major incident is resolved within the SLAs agreed with the Customer
- Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs
- Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
- Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.
- Ensuring that all the resolution procedures are updated in the knowledge database / Work log
- Conducting a Major Incident review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future.
- Ensuring that the causes for all Major incidents are analyzed and root cause is identified (through coordinating with problem Management process)
- Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents
- Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.
- Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents
KEY SKILLS AND COMPETENCIES
- Experience in managing the IM and MIM processes along with Problem Management.
- Preferably ITIL Expert, or Min two ITIL Intermediate certified professional
- Strong analytical, communication, presentation and reporting skills
- Good leadership, people management and operational skills Should have exposure to ITIL practices.
- Good written & verbal communication skills
- Experience in helpdesk environment
- Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere
