Tole- Major Incident Management Job Description Accountable for the efficient and effective execution of the Major Incident Management process Coordinate MIM calls towards resolution by taking end-to-end ownership on critical and high priority incidents Participates and leads in Major Incident events as required Communicates and collaborates with business partners and IT Staff as per the prescribed frequency Prepare business and technical communications and publish them in the event of major incident. Follow vendor management/relations/escalations to engage them in the event of major incident. Knowledge on incident SLA/KPI reporting, metrics and analysis. Implements improvements and strategies to support the objectives of the Major Incident Process Ensures that the Major Incident Management process is documented and updated. Provides governance, functional goal definitions, and critical success factors for the Major Incident Management process focusing on Continual Service Improvement (CSI)

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