1. Validate and confirm the actual priority of Incidents reported as critical/ high priority incidents in 24X7 workplace rotational shift basis including weekends.
2. Chair outage incident conference calls/ group chats and drive critical incidents towards resolution.
3. Liaise with the Geography IT Team/ Service Owners to understand Business Context of Incidents and to confirm resolution.
4. Responsible for Management Notification/ Communication related to critical/ high priority incidents.
5. Co-ordinates with various Support Groups for resolution and follows Escalation Mechanisms.
6. Publish Post Incident Review Reports and review Critical Incidents with management and stakeholders.
Incident Manager Requirements & Skills
- Strong analytical and problem-solving skills
- ITIL Certified is highly preferred.
- Excellent communication and interpersonal skills
- Ability to work well under pressure and meet deadlines.
- Strong organizational and time management skills
- Experience with incident management processes and procedures