- Robust problem-solving abilities with inter team collaboration
- Strong oral and written communication skills, with the ability to effectively communicate to a variety of audiences.
- Incident Coordination
- Lead and manage major incidents from detection to resolution.
- Ensure rapid assessment, prioritization, and escalation of incidents.
- Act as the primary point of contact during major incidents.
- Provide timely and accurate updates to stakeholders, including senior leadership.
- Facilitate incident review calls and post-incident reports.
- Root Cause Analysis & Reporting
- Drive post-incident reviews and ensure root cause analysis is completed.
- Document lessons learned and recommended preventive measures.
Good-to-Have**
- Good to have management of Change and Problem
- Good understanding of computer systems, mobile devices, and other tech products.
- Process Compliance & Improvement
- Ensure adherence to ITIL Major Incident Management processes.
- Identify opportunities for process improvement and implement best practices.
- Work closely with technical teams, vendors, and business units to resolve incidents.
- Coordinate with Problem Management for long-term fixes.
Key Responsibilities*
Incident Coordination:
Lead and manage major incidents from detection to resolution.
Ensure rapid assessment, prioritization, and escalation of incidents.
Communication Management:
Act as the primary point of contact during major incidents.
Provide timely and accurate updates to stakeholders, including senior leadership.
Facilitate incident review calls and post-incident reports.
Root Cause Analysis & Reporting:
Drive post-incident reviews and ensure root cause analysis is completed.
Document lessons learned and recommended preventive measures.