Net2Source Inc. is a Global Workforce Solutions Company, headquartered in New Brunswick, NJ with its local offices in Texas, California, Florida, Illinois, Colorado and Michigan and its global operations in Canada, UK, Europe, UAE, Malaysia, Australia, China, Singapore, and India. Net2Source offers a wide gamut of consulting solutions customized to specific client needs including but not limited to Application Development, Workforce Management and Project Consulting.

Service Coordinator- Major Incident Management

Role and Responsibilities :

As Major Incident Manager working for a global provider of IT solutions, you will be working within a multi-supplier environment transforming into a SIAM model.

The successful candidate will be maintaining overall Major Incident Management process and share the drive critical and complex incidents in every possible means to multi-suppliers, as well as building on the Process maturity during the transformation.

Responsibilities:

High-level ownership of the technical service restoration plan across all Vendor delivered IT services and the Resolver Group Managers involved in P1 incidents

Coordination of technical restoration actions and plans via email, messaging, updating of P1 tickets in ITSM Tool

Technical and Functional Escalation where necessary





Aim is to reduce restoration time and escalation to Situation Management for P1 incidents

Communication via various means including SMS and reporting

Plan, coordinate and control the restoration of complex and high impact system problems that occur within the production setting

Priorities major incidents and assign tasks to Service Support and Delivery resources as required

Act as the central communication point for major incidents all Priority 1 issues and Priority 2 issues as required

Ensures creation of a resolution plan for P1 & P2 incidents

Understand and clearly communicate the business impact of major incidents

Priorities major incidents based on business impact to the client

SIAM Major incident managers are authorized to login into any priority calls during lean periods for their own knowledge gain

Develop strong working relationships with support and delivery teams, management and liaise with support areas as required

Train and mentor other team members including Service Restoration Managers and Problem Managers in process and techniques used to manage major incidents across all vendors

Providing updates / communication to senior management on the status of P1 & P2 incidents

📌 Major Incident Management (India)
🏢 Net2Source
📍 India