Service Restoration Manager

Job title : Major Incident Management

Location : Bangalore

Experience : 4-6 Years

Responsibilities :

As a Major Incident Manager, your responsibilities will include :

• Managing Major Incidents, ensuring that they are logged, progressed, updated, authorised, expedited and resolved within the scope of the Service Level Agreement
• Using MIM experience to pro-actively support the management of High Severity Incidents (P1 and P2)
• Owneing the Major incident and driving it efficently on both Bridge call and Chat.
• Issuing communications during the progress of a Major Incident
• Identifying appropriate timelines and targets for recovery actions, feedback and communications
• Assessing and Agreeing Business Impact and Incident Severity Level.
• Ensuring that appropriate internal escalation occurs
• Ensuring that appropriate third party escalation occurs
• Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration
• Highlighting risks and issues in actions identified during any Major Incident
• Evaluating recovery actions to ensure that a recovery plan exists or is being actively produced
• Suggesting workarounds and methods of speeding up the recovery of an incident
• Continually reviewing engagement within the recovery and identify any additional support teams, individuals or third parties who could add value or those that can be stood down
• Maintaining the Major Incident Management process
• Reviewing and updating process documentation
• Ensuring that key support information such as emergency contact lists is kept up to date