Major Incident ManagerThe Major Incident Manager is responsible for the end-to-end management of all IT major incidents. Their role and responsibilities are extremely varied and include (amongst others) : Leveraging technology to issue all communications and providing key stakeholder management Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed Matrix management of people, processes and resources including third parties including resolving conflict to move forward to resolution Being accountable for resolving the outage via workaround or permanent fix Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews Supporting and nurturing process improvements and knowledge base improvements Continually maintaining and developing tools and resources to manage major incidents effectively Providing periodic major incident metrics reports (1.
To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (3.
To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.
5.) To provide support for on call escalations orL3 level support and doing incident and problem management (6.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.
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Major Incident ManagerThe Major Incident Manager is responsible for the end-to-end management of all IT major incidents.Their role and responsibilities are extremely varied and include (amongst others): Leveraging technology to issue all communications and providing key stakeholder management Leadin...
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