Job Description :
Validate an incident as major incident by following the process agreed.
Initiate senior management communication about major incident process.
Act as Duty Manager and involve the required support teams for faster resolution of incident.
Initiate user communication for services impacted.
Send ongoing updates to relevant stakeholders.
Set up and conduct Conference calls for Major Incidents if required.
Scheduling regular meetings to co-ordinate and discuss major incident
Communicate summary of discussions to all participants.
Co-ordination with technical teams to provide quickest resolution for Major Incident.
Log RCA tickets and assign to relevant groups/individuals.
Maintain process documentation up to date.
Sign off any changes in the process with the correct stakeholders.
Provide recommendations for improvements/adjustments in processes and procedures.
Provide eyes and ears support for monitoring tools for L1 operations team
Monitor and Review Management Tools for potential high priority/major incidents.
Work with Level 1 Support to make sure incident management processes are being followed and calls are correctly prioritized and escalated if an issue.
Complete all reporting requirements from major incident management process which are agreed from time to time.
Skill Requirements
Professional and personal skills:
Ability to listen and understand without interruption.
Calm, controlled and level headed, rational, especially in stress situations.
Negotiation & conflict resolution.
Objective and decisive.
Integrity, trust & fairness.
Communication, written and verbal.
Analysis & problem solving.
Ability to arbitrate at all levels of the organization.
Relationship building.
Customer & Service Orientation.
Technology knowledge & expertise.
Openness to innovation & change.
ITIL Foundation.
Acceptance to work over hours and shift.
Available to work 24x7 shifts.
Understanding on Data center operations and basics on technology understanding.
LANDesk knowledge would be preferred.