MAJOR INCIDENT MANAGER L2

MAJOR INCIDENT MANAGER L2: Lead incident management for customers, driving resolution through coordination with resolver groups and key stakeholders. Ensure timely resolution within agreed SLAs, conduct analysis and prepare major incident reports, and provide training and knowledge sharing sessions.

Requirements

• Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs
• Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved
• Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration