Job DescriptionDoRESPONSIBILITIES• Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs• Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved• Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.• Coordinating with the respective SMEs for speedy resolution of the Major Incident• Ensuring the Major incident is resolved within the SLAs agreed with the Customer• Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.• Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.
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