• Manage Major Incidents and identify the root cause of the issue.
• Manage and assess the impact of an incident and assign severity classification.
• Manage technical bridge and coordinate with technical teams to resolve major incidents.
• Design Implementation and Test Plan to close the engagement as per defined timeline.
• Manage the workflow of the incident support staff, second line and additional resources.
• Coordinate with the Service Desk Manager, Incident Coordinator and Technical Towers.
• Keep affected users informed about the progress via communications to the Stakeholders.
• Identify ownership of the problem (at the discovery of root cause) to the applicable entity.
• Ensure that standard incident reporting and escalation processes are utilized for all Severity 1 and above incidents.
• Update the timeline as and when required to track the activity performed during Restoration.
• Work with the technical team in identifying the root cause of the Problem to close the Problem record in the desired service level agreement.
• Coordinate in the change management process to avoid any major incidents.