Job description:

CRITICAL INCIDENT MANAGER1. Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk and any other Technology Tracks2. Use the designated or allotted communication bridge, monitoring facilities and on-call schedule from Technology tracks to facilitate immediate attention from all required parties3. Authorize any IVR message updates for Service Desk4. Work with all stakeholders to identify the workaround or resolution for the Incident5. Set expectations of all stakeholders about the timelines and permissions required for the resolution6. Send Periodic updates to the stakeholders (and if required, to the customers) through Service Desk, until the Incident is resolved7. Initiate Emergency Changes if required, mobilize cross functional teams, External Vendors and obtain approvals for the mitigation actions from all stakeholders8. 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 state9. Open Problem Tickets as per Problem Management Policy and Procedures10. Document in retrospect, the actions taken, learning and approvals in the service Management tools11. 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.

• To ensure that callsor chats are addressed within agreed SLAs
• To resolve escalations in a timely manner adhering to the process and quality compliance
• To maintain attendance, leave reports , breaks and shift rosters
• To update knowledge base through accurate documentation and disseminating knowledge from analyses and reports prepared to team for facilitating effective performance of responsibilities
• To perform adhoc analyses, SIP activities and infrastructure management
• To ensure postive customer satisfaction and feedback