Major Incident Manager

Job title: Major Incident Management

Location: Bangalore

Experience: 4-6 Years

Responsibilities:

As a Major Incident Manager, your responsibilities will include:

• Managing Major Incidents, ensuring that they are logged, progressed, updated, authorised, expedited and resolved within the scope of the Service Level Agreement

- Using MIM experience to pro-actively support the management of High Severity Incidents (P1 and P2)

- Owneing the Major incident and driving it efficently on both Bridge call and Chat.

- Issuing communications during the progress of a Major Incident

- Identifying appropriate timelines and targets for recovery actions, feedback and communications

- Assessing and Agreeing Business Impact and Incident Severity Level.

- Ensuring that appropriate internal escalation occurs

- Ensuring that appropriate third party escalation occurs

- Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration

- Highlighting risks and issues in actions identified during any Major Incident

- Evaluating recovery actions to ensure that a recovery plan exists or is being actively produced

- Suggesting workarounds and methods of speeding up the recovery of an incident

- Continually reviewing engagement within the recovery and identify any additional support teams, individuals or third parties who could add value or those that can be stood down

• Maintaining the Major Incident Management process

- Reviewing and updating process documentation

- Ensuring that key support information such as emergency contact lists is kept up to date