Incident Manager

Role & responsibilities

�        Be on top of all the major incidents and ensure Major Incident Management process is followed.

�        Manage and coordinate activities during overall incident life cycle & Ensures right team is involved and Vendor is involved wherever applicable.

�        L3 to be involved on immediate basis and First cut analysis to be get from L3 within 2hours of Incident resolution.

�        Health scripts to be validate during incident (for 1 hours before issue reported) and post incident resolution immediate and after one hour to validate if all alerts got cleared.

�        Real Time& continuous follow-up with support teams for Critical incident resolution

�        All Incident notifications are sent as per agreed process

�        Bridge call is driven for effective coordination, incident resolution, service restoration

�        Ensure Incident Report is created within SLA after resolution

�        Provide input to and coordinate the development of the Root Cause Analysis (RCA), including initial recommendations to prevent the re-occurrence of a similar incident.

�        Audit the tickets & calls on the Incident Management Process to find the weak areas.

�        Major Incident / RCA unavailable cases / Repeated issues are promoted to problem and driven till closure.

�        Drive the Problem & Change Management as per defined process.

�        Data for the CAB shared with all required details like IA, Rollback Plan etc.

�        Changes are closed within timeline all artifacts and evidences have been updated.

�        Highlight the improvement areas and Create, Implement, and track the SIPs for its effectiveness for incident/Problem/Change

�        Daily review for Pending P3/P4 user end incidents and the NOC Incidents to ensure its under control and share the MOM updates to all stake holders.

�        Ensure morning proactive call to be conducted and checklist reviewed for discrepancy and ensure it fixed before the start of production.

�        Monitoring tool related issues (Slowness/ Reporting/Dashboard/Email to ticket conversion etc.) to be tracked and closed.