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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Operations Management / Process Analysis |
| EmploymentType | Full-time |
Ensure all Major Incidents are validated and progressed in accordance with SLAs aligned to Incident priority and status, during business hours and outside of business hours based on service requirements.Ensure timely and accurate handling of Major Incident records, which includes the creation of (where required), receipt of, processing of fields and workflow, and closure of Major Incident records with all appropriate details.Ensure that the appropriate Technical Group Member, Client Delivery Manager (CDM) and Delivery Executive (DE) resources have been escalated to within the given time frames toassess technical and business impact. This requires utilizing the Escalation matrix to get appropriate level of focus.Ensure that all required parties are engaged and that everyone involved is escalating to the next level if it is determined that higher level technical and management escalation is requiredbased on the impact and estimated recovery time.Manage notifications and/or broadcast messages as per defined SLAs, providing accurate and quality information to the required stakeholders.Manage primary communication methods include phone, E-mail and SMS via preferred toolset(s), and ensure accurate and timely communications to stakeholders, including management.Ensure that Executive Notifications are drafted, properly approved, and sent for all P1 Major Incidents that fit the criteria of a true business impacting event.Lead service restoration efforts in accordance with the DXC globally defined standards and requirements.Coordinate the restoration of the affected service(s) as fast as possible, while minimizing the impact to the client.Handle conflict situations and make quick decisions while driving incident resolution.Form teams via technical, Sametime, Skype, where necessary, to:o Bring together the technical resources that can assess the technical impact and form the technical service restoration team to drive recovery of services;o Bring together the service and business management leads to discuss the business and service impact that results from a Major Incident, and make business priority decisions, where required.Manage and drive third parties to quick resolution of Incidents.Focus on ensuring resolution of Major Incidents within service level through the identification of resolutions and workarounds.Ensure confirmation of service availability.Ensure detailed handover of active Major Incidents where shift change occursCoordinate with Service Desk, Incident Management, Technical Groups, Delivery Executives and other key stakeholders to ensure information flow for Major IncidentsEnsure accurate and up to date documentation is maintained during the lifecycle of a high priority Incidents to provide accurate input to other linked processes such as Incident Management, Problem Management, and Change Management.Maintain accurate service restoration related information in the Major Incident record.Strong verbal communicationFlexibility to work in 24*7 shifts, including night shifts.Excellent communication & leadership skills to drive and lead the SRT s towards restoration.,
Keyskills :
business managementms office incident managementleadership skills communicationcustomer service documentationdata entry