Shift: 24*7 rotational shift including night shift
Job Description
Position Summary
As a Senior Major Incident Administrator you manage and coordinate the response/resolution of major incidents that have impact on the business with the purpose of restoring normal service operations as quickly as possible.
Works closely with senior management, IT teams, and other stakeholders to ensure that incidents are resolved quickly and effectively, minimizing business impact.
Triage and prioritize Major Incidents, coordinate response teams and resources, track progress and communicate status to stakeholders. Conduct post incident reviews, and documentation of Incidents.
Key responsibilities
- Identify and log major incidents based on severity and impact on business operations
- Responsible for managing the Shifts, ensuring continuous 24/7 operational coverage with effective shift handovers and provide shift-wise operational reports, incident summaries
- Ensure shift readiness by validating resource availability and compliance
- Work in a team workplace with cross-functional IT, Network Assurance, and Infrastructure teams
- Detect incidents/problems using various monitoring tools
- Lead collaboration of internal and external IT and network teams to recover services and restore connectivity
- Provide status updates and written reports for customer, management and executive teams regarding both systems and network recovery efforts
- Determine correct escalation path and ensure adequate support is provided in a timely manner for IT and network incidents
- Assist in the continuous improvement of TELUS Digital procedures
- Take ownership of all outages until service is recovered
- Participate in Change Management review and be the approver for emergency changes
- Accountable for follow up actions with various resolver teams after each incident where applicable and provide continuous process improvement where applic
📌 Senior Major Incident Manager (Noida)
🏢 Telus International
📍 Noida
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