Major Incident Manager

• Escalation point, responsible for call and notification management and first point of contact for service restoration

• To work in 24/7 operations and project support Major Incident Management activities.

• Adhere to the Responsibilities detailed in the Incident Process

• Investigate and diagnose Major Incident to restore failed Application or Service as quickly as possible.

• Document troubleshooting steps and service restoration details for accurate timeline. (Sequence of Event)

• Providing periodic major incident metrics reports as management Notification to top management during the bridge call with periodic intervals.

• Forming collaborative action plans with specific actions, roles, deadlines, and ensuring these are completed. (Action Plans in place)

• Driving the Bridge call with end-to-end responsibilities till closure.

• Following the proper escalation matrix during and after the bridge calls.

• Accountable for the Maj...