The role will be accountable to help improve overall performance around managing, tracking and reporting of incidents and responsible to establish technical & business bridges/ conference calls as required and involve all relevant teams/ vendors/ parties and to take overall ownership of the Incident until resolution.
Responsibilities span all internal technology infrastructure, development and business support. The role will be accountable for managing incidents from discovery through recovery, fix, elimination and customer remediation.
Provide prompt periodic progress updates to the appropriate parties until detection of the root cause and issue closure of any particular incident.
Responsible for the complete process adherence and handling of critical incidents according to SLAs.
Proactive update of Expedio/ Remedy IM system
Maintaining Team discipline and prioritise activities in order to meet business and team requirement
Excellent internal and external communication skills.