Role Descriptions: Escalation point| responsible for call and notification management and first point of contact for service restoration To work in 24/7 operations and project support Major Incident Management activities.
Adhere to the Responsibilities detailed in the Incident Process
Responsibilities
- Investigate and diagnose Major Incident to restore failed Application or Service as quickly as possible.
- Document troubleshooting steps and service restoration details for accurate timeline. (Sequence of Event)
- Providing periodic major incident metrics reports as management
- Notification to top management during the bridge call with periodic intervals.
- Forming team-oriented action plans with specific actions| roles| deadlines| and ensuring these are completed. (Action Plans in place)
- Driving the Bridge call with end-to-end responsibilities till closure.
- Following the proper escalation matrix during and after the bridge calls.
- Accountable for the Major Incident Management process and maintains and improves the process as necessary to achieve the objectives of the business.
- Added advantage on having Knowledge in Service Now & MS List.