Incident Manager

Description

Job Description for 24x7 monitoring and management support for inscope infrastructure
Handle escalations and assist in creation of RCAs
3. Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk/DC OPs and any other Technology Tracks
4. Use the designated or allotted communication bridge, monitoring facilities and oncall schedule from Technology tracks to facilitate immediate attention from all required parties
5. Authorize any IVR message updates for Service Desk/DC OPs
6. 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.
8. Set expectations of all stakeholders about the timelines and permissions required for the resolution
9. Send Periodic updates to the stakeholders (and if required, to the customers) through Service Desk, until the Incident is resolved
10. Initiate Emergency Changes if required, mobilize cross functional teams, External Vendors and obtain approvals for the mitigation actions from all stakeholders
11. Retain the Technical Observation Post (certain adhoc 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
12. Open Problem Tickets as per Problem Management Policy and Procedures
13. Document in retrospect, the actions taken, learning and approvals in the service Management tools
14. 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.