Incident Management
Key Responsibilities:
Act as the primary point of contact for all incident-related activities.
Monitor and manage incident queues using ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Desk).
Coordinate with cross-functional support teams to ensure timely resolution of incidents.
Perform incident triage, classification, prioritization, and escalation based on impact and urgency.
Lead technical bridge calls for high-priority (P1/P2) incidents and ensure proper communication and documentation.
Document incident details, resolution steps, and root cause analysis for post-incident review.
Identify and log problem records for recurring incidents and assist with problem management as needed.
Work closely with the Change Management and Problem Management teams for preventive measures.
Ensure SLAs and KPIs are met and report any breaches or delays.
Participate in on-call rotations and after-hours support when required.
Contribute to continuous improvement initiatives for incident processes and automation.
