Major Incident Manager - Chennai, India - HTC Global Services

Description

Maintain Incident Management Process which requires adding an Incident Focal role 24x5 (Mountain Standard Time - MST) with weekend on-call.

• Drive all major incidents to resolution and provide all the proper communication during and after the issue is resolved.
• Perform the following Incident Manager responsibilities throughout a Major incident:
• Be the SPOC (Single Point of Contact) for *all* major issues (severity 1) no matter the region.
• Drive process adherence.
• Initiate bridge and send the information.
• Determine Technical Resources as needed and inform all required Business Teams
• Communication to all levels of management (written and oral)
• Executive Phone calls Severe Business Impacting Major Incidents
• Technical and Vendor resource engagement
• Vendor accountability and engagement
• Internal & Vendor Escalation Management
• Follow-up and ownership on RCA process
• Identify process improvements.
• Continuation of Business Reporting (Metrics -Monthly Governance Reports, Weekly Activity Reports)
• Continual process improvement - continue to optimize process to changing business requirements like the MIM process attached below.
• Handle Weekly, Monthly Review Meetings with Teams
• Present Weekly and Monthly Metrics on Major Incidents and Problem Tickets
• Technical knowledge transfer