Major Incident Management Specialist presso TMF Group

Ensure that right technical and business stakeholders are involved in the bridge or war room call to facilitate swift recovery and resolution of incident.Facilitate timely and quality updates/ incident communication is delivered to Technology Operations and business stakeholders.Schedules follow up MI and Problem review meetings for technical restoration and business updates.Establish and follow functional or hierarchal escalation process as appropriate for swift recovery of incident.Perform a smooth and warm handover to other Incident manager and problem manager for any ongoing Major incident.Ensures Major Incident restoration/resolution within the service level agreement.Makes sure that the teams (Supplier/Vendors, Application support, ROCs, 3rd party, etc.) have the right staff involved.Initiate and manage related problem management process, create problem ticket for Major incident and own the Root cause analysis (RCA).Follow escalation process in case any deviation to RCA delivery or non-compliance of agreed process and procedure.Responsible for monitoring and reporting on performance metrics and SLAs.Act as the key contact point for any incident related topic in Service Operations and actively contribute and support in incident related matters.Own and execute all Problem Management KPIs like No of problem records, RCA submission within service levels, number of open Problem Records, Quality of RCA, tracking the actions items and driving those actions with technical teams for closure etc.Acting as a point of escalation for day-to-day Problem and escalating them to the Owner Groups as required to bring the resolution back on track.Ensuring reduction in Incidents by effective Problem Management. Candidarsi ora