Incident Manager I

Incident Management & Escalation

• Open and manage bridge calls, aligning technical teams to troubleshoot and resolve major incidents.
• Serve as the first escalation point for incidents from the Service Desk.
• Ensure timely updates and action plans are communicated to stakeholders and customers.
• Monitor incidents to ensure SLA compliance and perform escalations as per defined matrices.

Problem Management

• Manage problem management flow for major incidents and ensure proper categorization and prioritization.
• Diagnose problems and coordinate meetings with support groups to drive resolution.
• Own and manage Root Cause Analysis (RCA) activities for all major incidents.
• Drive proactive problem management, trending, and provide inputs for service enhancements.

Process Improvement & Compliance

• Implement Incident and Problem Management processes effectively.
• Guide the Service Desk team to improve incident handling processes.
• Establish continuous process improvement cycles to enhance performance, roles, procedures, and technology.
• Review efficiency and effectiveness of proactive problem management activities.

Coordination & Reporting

• Plan and coordinate all activities for monitoring, reporting, and resolving major incidents.
• Generate reports showing efficiency and effectiveness of problem management processes.
• Work closely with technical teams to understand process flows and drive bridge calls effectively.