Service Monitoring:
- Respond to bridge requests via email or Teams chat, assess business impact, and mobilize the required support teams to drive issue resolution.
Relationship Management:
- Develop a deep understanding of the business and client experience to facilitate triage of incident reports, communication, and identification of work arounds and contingency arrangements.
Incident Management:
- Triage incident reports to assess actual or potential client / business impact.
- Trigger the CERT Incident Management process for incidents impacting clients
- Assess the initial impact of incidents according to the agreed Priority Matrix.
- Manage incident bridges to ensure technology responders can effectively work towards resolution and non-technology stakeholders are given proper updates on impact, work arounds, status and progress without interrupting resolution activities.
Communication
- Communicate effectively to key stakeholders across the organization including senior business, country, risk, and technology stakeholders to keep them informed about the impact and status of ongoing technology incidents.
- Operate an Incident Dashboard to provide on-demand status updates for ongoing technology incidents.
- Primary party to keep business stakeholders updated on the incident resolution progress, gather impact details, and coordinate business contingency arrangements.
- Operate a group chat channel and facilitate Business Bridge to provide real time updates to key stakeholders.
Knowledge Management
- Follow up with su
📌 AVP, Production Eng, WRB Tech (Chennai)
🏢 Standard Chartered Bank
📍 Chennai
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