Major Incident Manager - L1 @ Wipro

Do
RESPONSIBILITIES
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.
Coordinating with the respective SMEs for speedy resolution of the Major Incident
Ensuring the Major incident is resolved within the SLAs agreed with the Customer
Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.
Ensuring that all the resolution procedures are updated in the knowledge database / Work log
Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future.
Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process)
Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents
Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.
Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents