Major Incident Manager

• Perform 24x7 incident management activities to minimize service disruption and business impact.
• Register and manage incidents resulting from service degradation, outages, or operational alerts.
• Establish and manage communication, Incident Bridges for critical incidents.
• Coordinate technical troubleshooting, restoration activities, and stakeholder engagement.
• Ensure rapid decision-making and removal of operational roadblocks during incident resolution.
• Drive service restoration efforts while maintaining adherence to Incident Management processes
• Schedule and facilitate Major Incident Review meetings following incident resolution.
• Document incident timelines, triage activities, recovery actions, lessons learned, and improvement opportunities.
• Coordinate stakeholder participation during review sessions.
• Finalize and publish MIR reports.
• Coordinate Root Cause Analysis (RCA) activities for major incidents and recurring operational issues across internal technical teams, OEMs, third-party vendors, and stakeholders.
• Proactively identify and register problem records based on incident trends and potential service risks.
• Perform detailed problem determination and impact assessment activities.
• Create and manage problem records for all major incidents and significant service-impacting events.
• Ensure all problem records contain documented root causes, workarounds, corrective actions, and permanent resolutions.
• Track open problems and monitor progress toward resolution within agreed service levels.
• Facilitate investigation activities to determine underlying causes of incidents.
• Coordinate with technical teams, vendors, OEMs, and stakeholders to implement permanent fixes.
• Drive proactive remediation initiatives to eliminate recurring issues before they become service-affecting trends.
• Ensure corrective and preventive actions are implemented and validated.
• Coordinate implementation of temporary fixes to restore service continuity while permanent solutions are developed.
• Validate effectiveness of workarounds and permanent resolutions.
• Produce regular reports as agreed KPI like problem trends, RCA status, resolution timelines, reoccurring problems, incidents, SLA compliance etc.
• Ensure compliance with Incident and Problem Management policies, operational procedures, and regulatory requirements.
• Identify opportunities to enhance the Incident and Problem Management process.
• Provide recommendations to the CSI team regarding process improvements and automation opportunities.
• Drive initiatives aimed at reducing incident recurrence and improving service availability.
• Update knowledge repositories with verified root causes, known errors, workaround procedures, and permanent resolutions.
• Ensure lessons learned from major incidents are documented and communicated across support teams.

• Strong Root Cause Analysis (RCA) methodologies.
• Incident and Problem Management practices.
• Knowledge of ITIL Service Management framework.
• Trend analysis, reporting, and operational analytics.
• Knowledge of infrastructure, applications, cloud services, networks, databases, and security operations.
• SLAs, KPIs, and service performance management.

• Reduction in recurring incidents.
• Percentage of Major Incidents with complete RCA.
• Problem and Major incident closure within SLA targets.
• Mean Time to Identify Root Cause (MTTRCA).
• Number of proactive problems identified and resolved.

Reduction in incident volume through permanent fixes