Major Incident Manager

Handling Major incidents P1 and P2s

Initiate communication channel for Warroom and keep open the Warroom till the incident is resolved

Invite all required parties to the Warroom

Notification and information in case of Major Incidents to defined user groups by defined communication / distribution channels (e.g. SMS EMail Web Portal etc.)

Periodic updates to the Customer IT and Business stakeholders

Liaison with business representatives to send out communications to Customers customer

Open separate bridge for senior stakeholder updates as required

Invite Customers 3rd Party vendors in the Warroom as requested by the Service teams

Continuous update of the Major Incident in the Customer ITSM system

Ensure proper closure of the Major Incident in the Customer ITSM system

Provide preRCA of the incident resolution as per the agreed SLA

Work with support teams to get an RCA as per he agreed SLA

Escalate to respective service tower escalation point in case of nonreceipt of the RCA

Collate and update the RCA to share with the stakeholders

Initiate Problem Request if the service restoration did not fix the underlying issue and assign to the right service tower teams

Conduct lessons learnt with all the support teams

Identify gaps in SLA with the 3rd Party providers for providing timely RCA

Negotiate with 3rd Party Vendors for aligning to the RCA closure period

Continuously keep the contact details updated and circulate with the respective teams

Coordinate with other MIM team members across the globe and provide shift end reports