Major Incident Management

Tole- Major Incident Management

Job Description

• Accountable for the efficient and effective execution of the Major Incident Management process

• Coordinate MIM calls towards resolution by taking end-to-end ownership on critical and high priority incidents

 • Participates and leads in Major Incident events as required

 • Communicates and collaborates with business partners and IT Staff as per the prescribed frequency

• Prepare business and technical communications and publish them in the event of major incident.

• Follow vendor management/relations/escalations to engage them in the event of major incident.

• Knowledge on incident SLA/KPI reporting, metrics and analysis.

• Implements improvements and strategies to support the objectives of the Major Incident Process

• Ensures that the Major Incident Management process is documented and updated.

• Provides governance, functional goal definitions, and critical success factors for the Major Incident Management process focusing on Continual Service Improvement (CSI)