Job Description :
24x7 monitoring and management support for in-scope infrastructure
Handle escalations and assist in creation of RCAs
Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk/DC OPs and any other Technology Tracks
Use the designated or allotted communication bridge, monitoring facilities and on-call schedule from Technology tracks to facilitate immediate attention from all required parties
Authorize any IVR message updates for Service Desk/DC OPs
Work with all stakeholders to identify the workaround or resolution for the Incident
Act as a trigger for the critical incident management process by involving the technical & incident management team.
Set expectations of all stakeholders about the timelines and permissions required for the resolution
Send Periodic updates to the stakeholders (and if required, to the customers) through Service Desk, until the Incident is resolved
Initiate Emergency Changes if required, mobilize cross functional teams, External Vendors and obtain approvals for the mitigation actions from all stakeholders
Retain the Technical Observation Post (certain ad-hoc individuals who observe the service after the Incident is resolved) in order to insure that the resolution has actually resolved the Incident and that the Services have returned to their normal state
Open Problem Tickets as per Problem Management Policy and Procedures
Document in retrospect, the actions taken, learning and approvals in the service Management tools
Document the new knowledge learning and any other recommendations in a Critical Incident Report and submit the report to the audience in line with the Critical Incident Management procedures.