Major Incident Manager Job description

 

Job description

Role & responsibilities


  • Manage and control communications, escalations during major incidents
  • Track Major Incident backlog against SLAs and escalate as required
  • To work with various technology teams to co-ordinate resolution
  • Interact with other Process owners viz problem, change managers to ensure minimal outages
  • Validate major incident reported by Service Desk / NOC as per the defined procedure and guidelines
  • Ensure notification is sent to stakeholders management and business, in the agreed format as per the defined timelines
  • Open and drive the major incident communication bridge, ensure participation from all required teams technical support and business as needed
  • Escalate as necessary to ensure timely resolution of MI
  • Review the incident post resolution and send summary report
  • Hand over the details of events from the identification to resolution of MI to problem manager through a problem ticket
  • Participate in problem management calls
  • Conduct an annual review of MI process qualification criteria, communication and escalation process, metrics and reporting related to Major incident process, suggest and implement improvements as approved

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