T&T - Et&P - Ts&T - Major Incident Management

Major Incident Management (Global scope)

• Drive Major Incident Management Process across the globe.

• Liaison between Technical teams during a Major Incident and provide updates to all the stakeholders at regular intervals.

• Following target time/date for providing PIR within a stipulated timeframe by coordinating across vendors.

• Assisting with the handling of major incidents and identifying their root cause.

• To be able to make necessary reports as per client requirements to show process improvement. For e.g. KPI, SLA, RFO, PIR etc.

• Coordinating actions of others as necessary to assist with analysis and resolution actions for incidents

PI Handling (Priority 1 Incident Handling)

• Determine if an incident needs to be escalated according to priority and severity of issue.

• Facilitate technical troubleshooting efforts and engage additional technical support as needed, including vendor support.

• Analyzing P1 incidents for correct prioritization and classification

• Monitoring progress on the resolution of P1 Incidents

• Perform trend analysis on various incident scenarios and identify potential problems and/or increasing trend of repetitive Incidents.

• Operationalize P1 resolution Global IT teams, provide process related documentation support

• Prepare statistics, KPIs and trend reports for P1's in the environment for management consumption.

Change Management

• Leading change management activities within a structured process framework. Focus specifically on high impact and high value changes.

• Evaluating the change impact and organizational readiness to limit potential risk

• Convene the change advisory board (CAB) meetings if required. Share minutes and detailing to management.

• Circulate the change schedule for critical changes.

• Evaluating the risk of change and providing actionable guidelines on reducing the impact.

• Oversee the actual critical change and provide timely updates.

Conduct post implementation reviews to assess the decisions and performance improvement abilities related to the change request