Incident Manager

Roles & Responsibilities:

• Point of contact for all Major Incidents (24x7) when it is reported
• Facilitates with relevant business & technology group to comply with the Incident and Problem Management processes and procedures, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation, and management reporting.
• Participation in major incident resolution calls to facilitate incident determination, recovery, and resolution.
• Participate in the standard Post-mortem (Root Cause Analysis) process to ensure no repeat of any technology incidents with known root cause.
• Ability to limit possible workarounds, define clear path for escalations, and define clear assignation processes between team.
• Represent the first stage of escalation for incidents.
• Monitor workload of L1 and L2 Service Desk Agents.
• Monitor the incidents to ensure that the SLA are respected.
• Analyze the recurring incidents and follow up with the respective group for root cause and resolution to avoid future occurrences
• Identify, initiate, schedule, and conduct incident reviews.
• Ensure the closure of all resolved and end-user confirmed incident records.
• Good to have an understanding of Airline Domain