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Cognizant
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Major Incident Lead

Major Incident Lead

Cognizant

9 - 13 years

0 Lacs

chennai tamil nadu

Posted:5 days ago| Platform: Shine logo

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Skills Required

major incident management itil problem management change management release management business continuity people management customer relationship management knowledge management process optimization slaola management service tracking quality audits

Work Mode

On-site

Job Type

Full Time

Job Description

As a Major Incident Lead at the company, your role will involve coordinating and owning the Major Incident bridge. You will be responsible for driving service restoration and acting as a single point of contact for customers during incidents. Your key responsibilities will include: - Coordinating and owning the Major Incident bridge - Performing audits and initiating service improvements to establish incident management processes within corporate guidelines - Acting as the Single Point of Contact for Problem Management process - Liaising with internal and external stakeholders during Problem Management - Participating in daily production support status calls and governance meetings - Ensuring relevant notification methods are configured in the system - Establishing teleconference bridges and chairing discussions for successful closure - Conducting Major Incident review meetings as required - Tracking incidents escalated to 3rd party vendors or customer retained organization - Ensuring L1 application support teams and service desk personnel are trained on tickets - Participating in Change Advisory Board meetings and providing inputs for change impact analysis - Working closely with Change and Release Management teams during emergency fixes - Providing key inputs for Business Continuity options during Major outages - Analysing Known Error records to identify candidates for permanent fixes and self-service options - Coordinating activities between multiple support groups to ensure SLA adherence - Tracking services and analysing metrics data to drive operational efficiencies Additionally, as a Major Incident Lead, you will be responsible for people management, including: - Having regular meetings with project teams and addressing their issues and concerns - Managing the workload of the team and mentoring the Change Management and delivery team members - Continually assessing skill levels and providing intervention assistance - Providing inputs for learning plans and maintaining effective working relationships within and across teams You will also contribute to organizational initiatives by adhering to policies and procedures, sharing best practices, and collaborating with the Customer Service Management team. Participation in training programs, process optimization, audits, and knowledge management activities will be essential for your role.,

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Teaneck New Jersey

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Major Incident Lead