ITSM process - Incident, change, problem management
Key Responsibilities
. Initiate and Manage Major Incident Bridges Quickly assess critical incidents and initiate conference bridges to gather relevant stakeholders. 2. Own End-to-End Major Incident Process Take full ownership of the incident lifecycle—from detection to resolution—with continuous updates and clear action tracking. 3. Acknowledge and Act on Alerts Promptly Monitor real-time alerts and ensure immediate acknowledgment and escalation based on impact and urgency. 4. Coordinate with Technical Teams Engage appropriate resolver groups, facilitate triage, and ensure collaboration across functions to diagnose and resolve issues. 5. Send Timely and Explicit Communications Draft and distribute updates to internal teams and stakeholders, maintaining clarity, accuracy, and professionalism. 6. Actively Participate on Bridges Ask probing, relevant questions during bridge calls to drive root cause analysis and ensure progress is being made. 7.
Provide Leadership During High-Stress Situations Remain composed under pressure, guiding teams with confidence and making informed decisions in real time. 8. Ensure Post-Incident Activities Are Followed Coordinate post-incident reviews, documentation of findings, and tracking of action items to closure. 9. Maintain Incident Records and Reports Ensure accurate and thorough documentation in incident management tools, including timelines, decisions, and outcomes.
Skill Requirements
Good Communication skills and technical knowledge to understand the conversation on bridge.
ITSM process - Incident, change, problem management\\r\\nGood Communication skills and technical knowledge to understand the conversation on bridge.
Must Have Skill
Critical Incident Management
Good to Have Skill
Other Requirements
ITSM process - Incident, change, problem management\\r\\nGood Communication skills and technical knowledge to understand the conversation on bridge.
📌 Administrator (Tools & Automation) (India)
🏢 HCLTech
📍 India
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