Senior Incident Coordinator
Current• Responsible and accountable for coordinating Incident management between multiple IT projects/groups directed toward strategic business and other organizational objectives.• Sending Major incident notifications to all the relevant stakeholders. • Immediately initiating the troubleshooting bridge call and engaging the relevant stakeholders.• Engaging the technical manager and technical teams to provide updates.• Responding to all the queries about the Priority Incidents on the Circle.• Develop and implement extensive security plans, policies and procedures to protect personnel, assets and information.• Act as Incident Commander during critical incidents, coordinating all incident response activities, providing communications to senior management, and managing local resources as part of the response process.• Ensures compliance with information security standards, policies, and procedures.• Communicates and implements industry best practices and solutions employed in the information security space.• Inviting Suppliers to bridge if required for resolving the Incident.• Weekly meeting with Assignment groups on aged tickets and moving them to closure to resolution. • Sending hourly update via communication to Clients, Leadership, & stakeholders during a high-priority incident. • Conducting Huddles to the team with new updates.• Meeting with Senior Management to capture the pain points. Creating checklist.• Coordinate interfaces between various Service Management teams (Ex: Change management, Problem management, Incident Management and other processes.• Ensuring resolution details and follow-up actions are captured and documented.• Managing & Monitoring all Incidents to ensure that they are resolved within the SLA’s.• Ensuring that the Emergency Change Requests are submitted and approved where is necessary. • Post resolution, getting involved in RCA and Problem Management for all the Major Incidents.
