Senior Incident Manager
- India
- Permanent
- Full-time
- Define and communicate clear SLAs for incident management
- Review classification and priority levels of incidents including escalation process and thresholds (e.g., 80% of SLA breached) and responsibilities
- Review and update Major Incident Management process
- Lead major incident response with clear communication and timely coordination
- Facilitate incident bridges and coordinate multiple support teams
- Ensure incidents are resolved within agreed SLA timeframes
- Communicate incident status to stakeholders and senior management
- Conduct post-incident reviews and drive improvement actions
- Maintain incident management processes and procedures
- Identify trends and patterns in incidents to prevent recurrence
- Coordinate the teams to address underlying root causes
- Maintain incident documentation and knowledge base