Major Incident Manager (In_Person Drive on 20th JUNE)

Job description

**Role & responsibilities** **Job Description for MIM** - Escalation point, responsible for call and notification management and first point of contact for service restoration - To work in 24/7 operations and project support Major Incident Management activities. - Adhere to the Responsibilities detailed in the Incident Process - Investigate and diagnose Major Incident to restore failed Application or Service as quickly as possible. - Document troubleshooting steps and service restoration details for accurate timeline. (Sequence of Event) - Providing periodic major incident metrics reports as management Notification to top management during the bridge call with periodic intervals. - Forming collaborative action plans with specific actions, roles, deadlines, and ensuring these are completed. (Action Plans in place) - Driving the Bridge call with end-to-end responsibilities till closure. - Following the proper escalation matrix during and after the bridge calls. - Accountable for the Major Incident Management process and maintains and improves the process as necessary to achieve the objectives of the business. - Added advantage on having Knowledge in Service Now & MS List.