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Job Description Summary:
Job Description:
Business Systems I - Major Incident Coordinator - Level 2 Roles and Responsibilities: Managing Major Incidents from logging, categorizing, diagnosing, conducting RFO (Reason for Outage) and escalation through to resolution. The primary objective of a Major Incident Coordinator will be to restore services as soon as possible with all the available resources. Following target time/date for providing RFO within 24 hours of Major Incident resolution. Notify Service Desk when Major Incidents occur. Determine if an incident needs to be escalated according to the priority and the severity of the issue. Facilitate technical troubleshooting efforts and engage additional technical support as needed, including vendor support. Manage and drive bridge calls. Liaison between Technical teams during a Major Incident and provide updates to all the stakeholders at regular intervals. Document troubleshooting activities and resolution details in the Incident work notes and to provide an accurate timeline. Good experience on Ticket monitoring tools like BMC Remedy, Service Now, Maximo, Clarify, HP Service Center etc. To be able to make necessary reports as per client requirements to show process improvement. For e.g. KPI, SLA, RFO, PIR etc. Perform trend analysis on various incident scenarios and identify potential problems and/or increasing trends of repetitive Incidents. Well versed with the entire ITSM process and ITILV3/ITIL4 framework Knowledge and Skill Requirement: Excellent Communication Skills Strong and effective presentation and communication skills Self-directed with ability to take initiatives. Ability to effectively liaise with peers and management. Able to manage and drive bridge calls. Scribe workshops, meetings, briefings and decisions, issues, risks and action items in meeting minutes. Be an effective decision maker using sound judgment with available information. Able to contribute and work effectively within a team environment. Ability to work independently with minimum supervision and in the absence of colleagues. Excellent in Microsoft Office - Word, Excel, PowerPoint ITIL Foundation Certification will be an added advantage. Key Deliverables (KRA/Measure): Hosting and attending meeting/calls/bridges with global clients and onshore teams. Creation of Documentation Process improvement initiative to improve delivery. Reviewing data to analyze assigned incidents. Commitment towards enhancing the customer experience and overall Service Delivery. Meeting client expectation and the metrics. Analyzing incidents for correct prioritization and classification Coordinating actions of others as necessary to assist with analysis and resolution actions for incidents. Monitoring progress on the resolution of Incidents and advising incident management staff on the best available workaround for incidents. Updating the incident work notes with all the discussion from the bridge calls. Drive Major Incident Bridge calls. Assisting with the handling of major incidents and identifying their root causes Job Specifications & Qualification: Shows flexibility, ownership & resilience. Excellent Communication Skills Ability to work within the challenging environment with tight delivery timelines. Should be open to work 24/7 Ability to clearly articulate messages to a variety of audiences Understanding of the Business situation and capability to address issues. Exposure to Data Center and Network Infrastructure would be an added advantage.
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