Incident Management

Job Description

Roles and Responsibilities: Assess and validate major incidents, manage notifications and escalations as defined in the major incident management process. Manage and coordinate recovery actions and plans for major incidents to resolution. Provide timely and informative updates to management, stakeholders, and users until incident closure. Monitor the incidents to ensure that the Service Level Agreements are adhered to both from a response and resolution perspective. Ensure the appropriate level of technical or functional support team is actively engaged. Manage incident technical bridge calls and provide direction if further escalation is required. Ensure that accurate timelines of recovery plans and activities on major incidents are documented via detailed chronology Ticket generation, notifications and followups with relevant functional groups for service incidents ensure redundancy is maintained. TAM coordination for client notifications and issues. Planned / Emergency activity mailers and bridge initiation Understand and track outstanding preventive actions and improvement plans for incidents escalated until closure for all aspects covered in the Root Cause Analysis report Ensure the closure of all resolved and end-user-confirmed Incident records Behavioral Skills Effective Business Communication both written and verbal Active listening and probing skills Attitude to feedback / willing to learn Positive attitude to adapt to new technologies / roles Team Player Technical Skills: IT infrastructure overview Knowledge and experience of supporting range of IT applications, platforms and technologies MS Office Intermediate Qualifications Bachelors degree, ITIL knowlegde and technical expertise