Incident Manager

Key Responsibilities:
  • Ensures that technical issues are responded to and that normal service operations are restored as quickly as possible
  • Coordinate all resources and business partners in triage, root cause analysis, and restoration for critical application and system incidents
  • Provide on-­call support for critical customer facing applications
  • Facilitate industry-standard Root Cause Analysis (RCA) exercises across all Major Incident
  • Provide updates to senior Leadership on incidents, status and team response
  • Ensure timely execution of scheduled and repeatable processes such as critical incident notifications and event alerts.
  • Oversee and lead stabilization work and fine­-tuning of applications
  • Identify persistent or recurring problems and recommends creative solutions
  • Review and revise incident management processes, policies and escalation procedures on a regular basis to drive efficiencies and effectiveness in responding to issues
  • Create/Update system documentation, troubleshooting guides, and other key documentation needed.
  • Perform other administrative activities in support of application operations
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