Hyderabad, Telangana
Job Summary
The objectives of the major incident management and problem management project are as follows: I. Minimize the impact of major incidents and problems on business operations, services, and customers. II. Establish a consistent and standardized approach to incident and problem identification, response, resolution, and prevention. III. Ensure clear roles, responsibilities, and escalation paths are defined for incident and problem management team members and stakeholders. IV. Enhance communication and coordination among teams involved in incident and problem response and resolution. V. Conduct comprehensive post-incident and post-problem analysis to identify root causes, implement preventive measures, and drive continual improvement. VI. Foster a proactive culture by implementing problem management practices that focus on identifying and addressing underlying issues before they escalate into major incidents. a. Support Incident Types 1. Critical Incidents: High impact / high urgency Incidents are considered Priority Level 1 (P1), or Critical Incidents, and include outages or service interruptions that disrupt business operations or prevent customers from accessing our services. 2. Major Incidents: If the BTCC considers a Critical Incident to be of the utmost urgency with potentially significant compliance, business or financial implications, the Incident is reviewed with the Major Incident Management (MIM) team and Business stakeholders to assess if the issue should be elevated to a Major Incident.
Key Responsibilities
Responsible for: - Timely review of all Critical incidents - Additional assessment of impact and urgency - Collecting any additional required information from incident Caller - Adjusting incident priority or promoting incident to Major incident - Opening and maintaining troubleshooting conference bridge - Paging required support teams and business stakeholders - Coordinating troubleshooting efforts for Critical incidents - Sending incident communication to relevant subscribers - Assigning Incident or Incident Task tickets to BT support teams - Documenting progress of troubleshooting
Skill Requirements
Communications, Major Incident Manager, Problem Manager, Stress and Crisis Management, Conflict Resolutions, ITIL
Other Requirements
NA
Job Description : This role demands to be available 24*7 for business-critical incidents, work in shifts.\\\\r\\\\nOperation\\\\\\\'s analysis for command trends for P1 & Major.\\\\r\\\\nIdentifying Known Error as per problem management process module.\\\\r\\\\nRegular meetup’s with Operation to track the progress on Known Errors.\\\\r\\\\nNext Level Assistance: \\\\r\\\\nAnalyst failing to comply to process as per KPI\\\\\\\'s, those activities should be taken over by Sr. Specialist.\\\\r\\\\nActivities leading to potential escalation. Activity monitoring activities performed by analyst and do the needful to maintain the decorum.\\\\r\\\\nTo independently resolve tickets within agreed SLA of ticket volume and time.\\\\r\\\\nMust be agreeable to work a flexible schedule to meet the needs of the business, including holiday, evening, overnight and weekend shifts\\\\r\\\\nAs an incident commander you will be responsible for driving high-severity, high-visibility severity calls to closure within the defined SLAs. Based on the severity of the issue, which may be revenue - impacting, you will be required to engage with executives, vendors, Tier II Operations teams, and other product teams during the call.\\\\r\\\\nTrain team members and other incident commanders on how to drive major incident calls, by providing feedback during and after the calls.\\\\r\\\\nAs a deputy you will be responsible for monitoring and assessing potential impact to business-critical applications/systems and assist incident commander as required. This role will be expected to take over incident commander role when needed.\\\\r\\\\nAs a scribe you will be responsible for maintaining timeline of key events during a major incident. Documenting actions and keeping track of any follow up items that will need to be addressed.\\\\r\\\\nMonitor operational dashboards and alert the Product teams for action. Drive urgency based on application criticality.\\\\r\\\\nAssesses risk and manages activities affecting the production environment and client facing application availability.\\\\r\\\\nUnderstanding of reactive case lifecycle and troubleshooting methodology with good understanding on applications such as ServiceNow, xMatters & Moogsoft.\\\\r\\\\nDeep understanding of Problem Management (as per ITIL framework) to capture CAPA.
#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-
