Senior Incident manager
DIMENSiON DATA
Total years of experience :9 years, 10 Months
Working as Major Incident Coordinator for Global ITSM team and Problem Coordinator for Global ITSM team
• Liaise with Application Managers, other IT groups to drive resolution for major incidents
• Hosting Technical and Customer calls as per business requirement for restoration of Major Incidents and Outages and ensure timely updates.
• Sending out communication to business and stakeholders
• Ensuring proper coordination between functional teams and customers
• Hourly/Daily tracking of non-resolved critical priority issues and SLA
Monitoring
•Lead regular meetings with customer groups
• Identifies process improvement areas and create and execute plans to address them.
• Organize and partner with Global Process Owner with training activities required for support capabilities in L2 / L3 support groups on the MI/Incident processes
• Assure that all details of the incident determination/incident recovery are documented.
• Assist with the Facilitating Business Recovery Manager Team meetings
• Proactive problem management and preventive actions to reduce recurrence of incidents
Critical incident management
BTECH from computer science