Job Title

Major Incident ManagerExperience: 6-9 YearsLocation: Pune/ChennaiJob descriptionDrives Focus, Urgency and Resolution to most critical Incidents. Lead and facilitate Priority 1 Incident Bridge calls to restore service ASAP, with minimal impact to business.Minimize adverse client and BIA (Business Impact Analysis) resulting from technology incidents by rapidly restoring most critical services and driving continuous improvement within the Technology organization.Review client SLA, processing requirement and deadline details.Understand the potential/realized client impacts and decide the severity of the incident Drive the Severity 1 incident towards resolution. Review the incident communications and draft Executive communications. Escalate and communicate as appropriate, decide on closure of the incident based on the status. Single point of contact for the service delivery team questions, escalations, and interactionLeveraging technology to issue all communications and providing key stakeholder managementLeading, driving, facilitating, and chairing all investigation activities, meetings, and conference callsForming collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completedEscalation Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolutionBeing accountable for resolving the outage via workaround or permanent fixEnsuring all administration and reports are maintained and up to date, including contacts information, technical diagrams, post major incident reviewsSupporting and nurturing process improvements and knowledge base improvementsContinually maintaining and developing tools and resources to manage major incidents effectivelyProviding periodic major incident metrics reports