Major Incident and Problem Management:

Job Responsibilities:

• Major Incident and Problem Management:
  
• Lead activities related to the implementation of Major Incident and Problem Management processes across the organization.
• Assess business impact and urgency of incidents, review and accept incidents recommended for escalation as Major Incidents, and trigger business continuity or disaster recovery (DR) plans as required.
• Ownership of Major Incidents:
  
• Take full ownership of Major Incidents from initiation through resolution.
• Establish and manage Technical and Business Management Bridge calls throughout the life cycle of a Major Incident.
• Collaboration and Escalation:
  
• Lead all resolving teams involved in the resolution process, escalating issues if appropriate levels of support are not being provided.
• Maintain open communication with Management Stakeholders and the wider user base.
• Incident Reviews:
  
• Perform Major Incident Reviews (MIR), capturing events and lessons learned.
• Drive root cause identification and develop actionable and well-defined corrective/preventative action plans.
• Conference Call Management:
  
• Exhibit a high level of command and control during conference calls involving multiple stakeholders.
• Problem Resolution:
  
• Identify underlying causes of issues and recommend robust solutions.
• Liaise with Service Level Managers and Platform Owners to ensure incidents are resolved within SLA timelines.
• Process Improvement:
  
• Enhance understanding of incident management processes within the organization.
• Ensure process improvements are effectively communicated and embedded into team behavior.
• Incident and Change Management:
  
• Propose improvements to services and solutions, focusing on leveraging alternate technologies and automation.
• Drive Mean Time to Restore (MTTR) improvements by defining and tracking knowledge articles to reduce MTTR and minimize repeat issues.
• Support the Change Management process, including hosting weekly CAB (Change Advisory Board) meetings.