Senior Incident Manager

· Responsible for planning and coordinating all the activities required to perform,  

  monitor, and report on the Incident Management process.

· Ensure no deviation from the process and if any, to report to Systems 

  Management manager / IT Manager.

· Ramp-up on domain knowledge, familiarize with infrastructure setup of the 

  account.

· Responsible for communicating the Incident to all required Stakeholders.

· Point of contact for all Sev 3 (potential Major), Sev 2, Sev 1Incidents / Critsit.

· Supplement the Operations Managers in ensuring the required technical and 

  operations staff join the incident calls timely.

· During the incident call, take over command and control, lead the team in the 

  right direction to determine root cause. Propose workaround or bypass if root 

  cause cannot be found yet and at risk to bridge SLA for Problem Resolution time 

  for that Incident’s severity level. Priority is to minimise impact to business and 

  operations and to meet Service Level Agreement (SLA) .

· Responsible to escalate upwards to rope in L3 or vendor support as needed

· Follow thro with the required teams to determine root cause and arrange for the   

  Permanent Fix to be implemented.

· Coordinate within the team to ensure quality RCA report drafted per the 

  contract requirements.

· Initiate, schedule and conduct post incident reviews as needed and ensure 

  Lessons Learnt shared with the required staff / engineers.

· Ensure in Service Now, all incident tickets are closed timely based on respective 

  severity lead times.

· Support security reviews / audits on Incident management process as needed.

· Establish continuous process improvement cycles where the process 

  performance, activities, roles and responsibilities, policies, procedures and supporting technology are reviewed and enhanced where applicable.