Key Responsibilities:
- Open and lead bridge calls for critical incidents, aligning and coordinating multiple technical teams for troubleshooting and resolution until closure.
- Plan, coordinate, and oversee all activities related to major incidents, including monitoring progress and reporting status to stakeholders.
- Provide timely updates and communication to customers, management, and stakeholders during major incidents.
- Ensure effective execution of the Incident Management process and adherence to established procedures for all major incidents.
- Act as the first escalation point for incidents escalated from the Service Desk.
- Monitor active incidents to ensure SLA compliance, escalating issues as per the defined escalation matrix to expedite resolution.
- Conduct post-incident reviews to identify root causes and recommend actions to prevent recurrence and reduce incident volume.
- Manage multiple concurrent bridge calls during high-severity situations and ensure structured communication and resolution tracking.
- Ensure timely closure of resolved incidents with end-user confirmation and accurate documentation.
- Guide and mentor the Service Desk team on effective incident handling and process adherence.
- Continuously evaluate and improve incident management processes, tools, and performance metrics.
- Collaborate with technical teams to understand system and process flows for better coordination during major incidents.
- Provide continuous updates, action plans, and resolution details to customers and internal stakeholders during and after bridge calls.
Problem Management Responsibilities:
- Manage the Problem Management process to identify and eliminate recurring issues.
- Ensure proper problem categorization and prioritization based on business impact and criticality.
- Lead Root Cause Analysis (RCA) sessions and drive corrective and preventive actions toward permanent solutions.
- Prepare and present reports on the efficiency and effectiveness of the problem management process.
- Conduct trend analysis to identify recurring patterns and proactively mitigate potential risks.
- Collaborate with service teams to implement process improvements and enhance service reliability.
- Evaluate the performance of proactive problem management activities and identify opportunities for improvement.
Education, Experience and Skills:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 47 years of experience in Incident and Problem Management within an ITIL-based environment.
- Proven experience in managing bridge calls and coordinating technical teams during major incidents.
- Strong understanding of IT infrastructure, applications, and operations processes.
- Proficiency in ITSM tools (ServiceNow, BMC Remedy, or equivalent).
- Excellent analytical and problem-solving skills with a structured approach to incident handling.
- Exceptional verbal and written communication skills with the ability to manage communication across multiple stakeholders.
- Strong organizational skills with the ability to handle multiple critical incidents simultaneously.
- ITIL Foundation or Intermediate certification preferred.
