Job Summary

CRITICAL INCIDENT MANAGER

1. Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk and any other Technology Tracks
2. Use the designated or allotted communication bridge, monitoring facilities and on-call schedule from Technology tracks to facilitate immediate attention from all required parties
3. Authorize any IVR message updates for Service Desk
4. Work with all stakeholders to identify the workaround or resolution for the Incident
5. Set expectations of all stakeholders about the timelines and permissions required for the resolution
6. Send Periodic updates to the stakeholders (and if required, to the customers) through Service Desk, until the Incident is resolved
7. Initiate Emergency Changes if required, mobilize cross functional teams, External Vendors and obtain approvals for the mitigation actions from all stakeholders
8. Retain the Technical Observation Post (certain ad-hoc individuals who observe the service after the Incident is resolved) in order to insure that the resolution has actually resolved the Incident and that the Services have returned to their normal state
9. Open Problem Tickets as per Problem Management Policy and Procedures
10. Document in retrospect, the actions taken, learning and approvals in the service Management tools
11. Document the new knowledge learning and any other recommendations in a Critical Incident Report and submit the report to the audience in line with the Critical Incident Management procedures.

CIM/MIM JD

• Has influence and authority to obtain resources, on demand, from technical groups.
• Lead and manage critical incident technical bridge calls with application support teams, vendors, client, and key management stakeholders.
• Drives the issues toward resolution.
• Keeps update notifications on schedule strictly following the deadlines - Every hour for P1 and Every 2 hours for P2 and ensures all the relevant stakeholder are updated with the progress made over critical incidents.
• Prompts for basic troubleshooting if it is not being performed in the first place.
• Invokes parallel efforts for getting a backup when it is apparent that the issue will take some time to resolve. (The Critical Incident Manager may start a side bridge to plan a parallel effort.)
• Is responsible for interfacing with the client management on a parallel plan for resolution.
• Ability to multi-task and make sound judgments in a fast-paced, high stress environment.
• Strong working knowledge of tools such as Service Now, Microsoft excel and should have basic knowledge of data center operations.
• Ensure incident records/notes accurately reflect actions taken to restore service, ensure that event details are properly documented and that changes to Configuration Items are recorded and provide all this information in a warm handover to problem management.

Skill set required:

• MS office
• ITIL/ITSM Process Knowledge to manage Incident, Change, Problem, Knowledge Management
• SNOW ticketing tool hands-on with Analytical thinking & Data interpretation with good analytics and reporting knowledge
• Good Communication

Key Responsibilities

CRITICAL INCIDENT MANAGER

1. Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk and any other Technology Tracks
2. Use the designated or allotted communication bridge, monitoring facilities and on-call schedule from Technology tracks to facilitate immediate attention from all required parties
3. Authorize any IVR message updates for Service Desk
4. Work with all stakeholders to identify the workaround or resolution for the Incident
5. Set expectations of all stakeholders about the timelines and permissions required for the resolution
6. Send Periodic updates to the stakeholders (and if required, to the customers) through Service Desk, until the Incident is resolved
7. Initiate Emergency Changes if required, mobilize cross functional teams, External Vendors and obtain approvals for the mitigation actions from all stakeholders
8. Retain the Technical Observation Post (certain ad-hoc individuals who observe the service after the Incident is resolved) in order to insure that the resolution has actually resolved the Incident and that the Services have returned to their normal state
9. Open Problem Tickets as per Problem Management Policy and Procedures
10. Document in retrospect, the actions taken, learning and approvals in the service Management tools
11. Document the new knowledge learning and any other recommendations in a Critical Incident Report and submit the report to the audience in line with the Critical Incident Management procedures.

CIM/MIM JD

• Has influence and authority to obtain resources, on demand, from technical groups.
• Lead and manage critical incident technical bridge calls with application support teams, vendors, client, and key management stakeholders.
• Drives the issues toward resolution.
• Keeps update notifications on schedule strictly following the deadlines - Every hour for P1 and Every 2 hours for P2 and ensures all the relevant stakeholder are updated with the progress made over critical incidents.
• Prompts for basic troubleshooting if it is not being performed in the first place.
• Invokes parallel efforts for getting a backup when it is apparent that the issue will take some time to resolve. (The Critical Incident Manager may start a side bridge to plan a parallel effort.)
• Is responsible for interfacing with the client management on a parallel plan for resolution.
• Ability to multi-task and make sound judgments in a fast-paced, high stress environment.
• Strong working knowledge of tools such as Service Now, Microsoft excel and should have basic knowledge of data center operations.
• Ensure incident records/notes accurately reflect actions taken to restore service, ensure that event details are properly documented and that changes to Configuration Items are recorded and provide all this information in a warm handover to problem management.

Skill set required:

• MS office
• ITIL/ITSM Process Knowledge to manage Incident, Change, Problem, Knowledge Management
• SNOW ticketing tool hands-on with Analytical thinking & Data interpretation with good analytics and reporting knowledge
• Good Communication

Skill Requirements

Other Requirements