• Manage Major Incidents and identifying the root cause of the issue.
• Manage and assesses impact of the incident and assign severity classification.
• Manage technical bridge and coordinating with technical teams to resolve major incidents.
• Supervises the status and progress toward resolution of all open incidents which entity delivers part of the impacted service.
• Manage the workflow of the incident support staff, second line and additional resources.
• Co-ordinate with the Service Desk Manager, Incident coordinator and Technical towers.
• Keeps affected users informed about progress via communications to the stake holders.
• Identifies ownership of the problem (at the discovery of root cause) to the applicable entity.
• Ensures that standard incident reporting and escalation processes are utilized for all Severity 1 and above incidents.
• Co-ordinate in the change management Process to avoid any major incidents.
• Represent for Service Management Operation (SMO) in the APAC region and Involve with the technical team to identify the process gaps, process failures and provide solutions from the process perspective.