Incident Manager - ITIL l Major incident l Escalation l 3y to 6y
Tasks
- Assign resolver groups during major incidents
- Close loop with customer
- Communicate incident status to executive stakeholders
- Conduct root cause analysis and post-mortems
- Coordinate cross-functional technical teams
- Create corrective and preventive actions
- Drive incident intake scope priority and exit criteria
- Lead customer escalations
- Maintain customer expectations and timely updates
- Manage escalation resolution process
- Monitor and drive to SLO and MTTR
- Own major incident management end to end
- Perform risk management and governance decisions
- Prepare major incident report MIR
- Provide periodic escalation and incident reports
- Run review meetings for triggers and prevention
- Update procedures in knowledge database
- Use dashboards and incident metrics
Perks/Benefits
Skills/Tech-stack
Cause analysis | Dashboard Reporting | Endpoint Security | Firewalls | ITIL | Incident Management | MTTR | Major Incident | Major incident management | Network Security | Post-mortem | Risk Management | Root Cause Analysis | Root cause | SLO tracking | Service Level | Service Level Agreements | Service-Level Objectives | Web Gateways
Education
N/A
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