Senior Principal Consultant - Event, Incident and Escalation Management-ITO073757

About this role

• Establishing and Leading the Outage Bridge: I nitiat e and lead outage bridge, responsible for creating the bridge or ensuring that it is set up properly.
• Communication Coordination: Act as a central point of contact for all stakeholders involved in resolving the IT outage. This includes IT teams, management, vendors, and potentially external parties if they are involved.
• Prioritizing and Escalating Issues: A ssess the severity and impact of the outage and make decisions regarding the priority of tasks and issues that need to be addressed. Escalate the incident as needed, ensuring that appropriate levels of management are informed.
• Facilitating Incident Resolution: Work closely with technical teams to ensure that they have the resources and support needed to diagnose and resolve the issue. This may involve providing additional information, coordinating resources, or making key decisions. Bring in the right issue resolution team/resources quickly to restore the business applications.
• Monitoring Progress and Providing Updates: K eep all stakeholders informed about the progress of the incident resolution efforts. This includes providing regular updates on the status of the incident, any workarounds that have been implemented, and the estimated time for full resolution.
• Documenting Incident Details: Maintain a detailed record of the incident, including the timeline of events, actions taken, and resolutions implemented. This documentation is crucial for post-incident analysis and reporting.
• Coordinating Post-Incident Activities: Once the incident is resolved, be responsible for overseeing any post-incident activities, such as conducting a post-incident review or coordinating with other teams for follow-up actions.
• Managing Stakeholder Expectations: C ommunicate with stakeholders to manage expectations regarding the incident resolution timeline, potential impacts, and any necessary business continuity or contingency plans.
• Implement Process Improvements: After the incident is resolved, may be involved in analyzing the incident response process to identify areas for improvement and implement changes to prevent similar incidents in the future.
• Compliance and Reporting: Depending on the industry and company, the lead may need to ensure that incident management processes comply with relevant regulations and standards. They may also be responsible for reporting incidents to regulatory bodies or internal stakeholders.
• Training and Development: I nvolved in training and developing members of the incident response team, as well as educating other stakeholders on incident management procedures.
• Maintaining Vendor Relationships: If third-party vendors are involved in the incident resolution process, the lead may be responsible for managing relationships with those vendors and ensuring they are meeting their contractual obligations.
  
  

• Excellent Understanding and working experience in the ITIL processes Event Management, Escalation Management, Incident, Problem, Change, config & Knowledge Management
• Excellent written and verbal communication and stakeholder management skills
• Ability to monitor tool-based Alerts and take necessary action.
• Experience in New Relic Tool
• Expertise in Escalation and Bridge Leadership
• Domain expert in handing high pressure situation during outages.
• Bachelor's Degree required . Preferably in Computer Science, Information Systems, or related field.
• Understanding and operational knowledge of infrastructure components, datacenter, cloud, middleware and application components is essential, interaction within various modules
• Expertise in ITIL & ITSM concepts – ITIL V3/V4 Certification
• Manage high pressure situation during outages.
  
  

• Experience or Certifications in any Technology track such as network, cloud…etc.
• Working knowledge of either Infrastructure and Application and its components