Job Summary

The Crisis Management Cell (L2) Analyst is responsible for handling critical incidents (P1 / major incidents) by coordinating crisis cell activation, driving resolution, ensuring stakeholder communication, and restoring business services within SLA timelines.

This role acts as a central coordination point during crises, supporting service continuity and minimizing business impact.

Key Responsibilities

1. Crisis / Major Incident Management
•    Support activation and management of Crisis Cell for Criticality 1 incidents. 
•    Ensure immediate acknowledgment, triage, and escalation of major incidents to relevant stakeholders. ________________________________________
2. Coordination & Stakeholder Management
•    Coordinate with: 
o    Internal resolver teams (L1, L2, L3)
o    Customer stakeholders
o    Third-party vendors / OEMs
•    Ensure reinforced coordination of SMEs during crisis resolution.
•    Manage cross-region coordination for 24/7 incident coverage.
________________________________________
3. Communication & Reporting
•    Provide frequent and structured updates to stakeholders via: 
o    Email, bridge calls, dashboards
o    Crisis notifications (as per SLA communication cadence) 
•    Maintain real-time incident status visibility to avoid communication gaps. 
•    Prepare and circulate: 
o    Situation reports (SitRep)
o    Incident summaries
o    Customer updates
________________________________________
4. Escalation & Governance
•    Apply and enforce incident escalation procedures without delay.
•    Ensure compliance with ITIL processes: 
o    Incident Management
o    Major Incident Management (MIM)
o    Problem & Change linkage
•    Facilitate war-room/bridge calls and ensure governance adherence
________________________________________
5. Root Cause & Continuous Improvement
•    Support Root Cause Analysis (RCA) for critical incidents
•    Collaborate with Problem Management teams to prevent recurrence
•    Identify improvement opportunities for: 
o    Incident resolution time
o    Communication efficiency
o    Crisis handling processes
________________________________________
6. Documentation & Knowledge Management
•    Maintain: 
o    Crisis logs
o    Incident timelines
o    Resolution documentation
•    Ensure compliance with ITSM standards and audit requirements
________________________________________
Key KPIs / SLAs
•    Crisis cell setup within defined SLA timelines (e.g., rapid activation expectations) 
•    Mean Time to Restore Service (MTRS)
•    SLA adherence for P1 incidents
•    Communication timeliness and accuracy
•    Reduction in repeat critical incidents
________________________________________

Skill Requirements

Technical / Functional
•    Strong understanding of ITIL processes (Incident, Problem, Change, MIM) 
•    Experience with ServiceNow ITSL tool
•    Incident lifecycle and escalation management
Behavioral
•    Strong decision-making under pressure
•    Excellent communication and stakeholder management
•    Ability to coordinate multiple teams in real-time
•    High sense of urgency and ownership
________________________________________
Experience & Qualification
•    3–5 years experience in: 
o    IT Operations / Service Management
o    Major Incident / Crisis Management
•    Prior exposure to global 24/7 operations environment

Other Requirements

Other Requirement : Major Incident Mgr, Process Mgmt, Major Incident Mgmt

Skill Requirement : Major Incident Mgr, Process Mgmt, Major Incident Mgmt