Job Description :
Major Incident Manager/Escalation Management

Job Functions/Responsibilities (List in order of importance):
Responsibility Indicative Activities
1. Control Incident Management Calls.
Decide on the correct Severity in terms of conflict
Make Decisions and Escalations wherever appropriate
Control the direction for quicker resolution
Understand the Business risk and Impact for the actions performed during Incident Resolution
Notify Business leads on high priority issues
Take full accountability and responsibility for Priority 1 /2
2 Reporting
Verify Data Quality on Incidents
Report Priority 1/2 incidents
Perform specified Reporting as per business requirement
3 Required skills
ITIL Foundation Certified
Strong Communication and Presentation Skills (including executive communications)
Excellent people management and administrative skills
Strong facilitation and leadership skills and personality
Analytical skills
Understanding of Business, Clients, Products and Systems
The ability to interact successfully with all levels of the Customer