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Major/Critical Incident Manager
Ref No.: 20-00089
Location: Sunnyvale, California
Title: Major/Critical Incident Manager
Location: Sunnyvale, CA

Job Description:
Work with various internal and external technology partners to ensure timely service restoration, develop and deliver ITIL framework-based methodologies, and document relevant processes to ensure that incidents are being managed within the service level agreements as per customer expectations and within contractual boundaries.
  • End to end responsibility for the management, communication, escalation, investigation and resolution of incidents, ensuring Business and Customer updates are timely and of sufficient quality, arranging discussions and updates as required.
  • Ensure that all modes of communication are effectively used throughout the incident life cycle.
  • Acting as Incident escalation focal point, identifying and resolving conflict and bottlenecks.
  • Creation of agreed action plans with named actions & deadlines. Accountable for the Delivery of that plan
  • Document post incident recovery steps in order to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base.
  • Driving, developing and managing the major incident process and associated procedures / systems
  • Providing consolidated production incident metrics to the Head of Technology Operations and Operations Centre Manager along with resolution rates.
  • Develop and Maintain a Skills matrix around agreed Critical Systems for use in Incident Situations
  • 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
  • Be an Evangelist for the Incident Management Process
Feel free to reach us at 760-307-4276 if you have any queries.