Incident and Major Incident Management en Zensar Technologies Ltd

Incident and Major Incident Management

-Leveraging technology to issue all communications and providing key stakeholder management

-Act as the central point of contact during major incidents, ensuring effective communication and coordination among all stakeholders, including technical teams, service desks, and management.

-Quickly assess the severity and impact of the incident to prioritize actions and allocate resources effectively.

-Oversee the technical resolution process, ensuring that appropriate teams are engaged and working collaboratively to resolve the issue as quickly as possible.

-Maintain detailed records of the incident, including timelines, actions taken, and lessons learned, to improve future incident management processes.

-Continuously review and refine incident management processes to enhance efficiency and effectiveness.s

-Provide timely updates to stakeholders, including end-users and senior management, about the status, progress, and expected resolution time of the incident.
-Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
-Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
-Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution
-Being accountable for resolving the outage via workaround or permanent fix
-Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
-Supporting and nurturing process improvements and knowledge base improvements
-Continually maintaining and developing tools and resources to manage major incidents effectively
-Providing periodic major incident metrics reports
-Participate in weekly/Monthly on-call rotation
-Respond timely to messages from Service Desk to join the Crisis/High Priority Bridge
-Facilitate the Crisis/High Priority Bridge Line
-Work with the Application/Service Owner or Crisis Coordinator to gather current details and craft messages for updates
-Manage communication during the lifecycle of the Crisis (see Communication Guidelines)
-Post update messages to the IT Status Page
-Text update messages to pre-determined group lists
-Ensure timely communication to the community
-Filter distractions that would hinder or slow down the efforts of the troubleshooting team
-Consult with Executive Leadership (CIO/DCIOs) for decision guidance, as necessary
-Resolve Major Incident record
-Inform Service Desk and community when resolution is implemented and service is restored

- Knowledge on Service Request and Catalog Management module

- Good understanding of service request and catalog items 

- Knowledge on analyzing the standard and non-standard requirements

- Design workflows for Service Request and catalog

- Requirement gathering for new Service Request and catalog

Service Request Management

  Knowledge on Service Request and Catalog Management module

  Good understanding of service request and catalog items 

  Knowledge on analyzing the standard and non-standard requirements

  Design workflows for Service Request and catalog

  Requirement gathering for new Service Request and catalog