Imran Maniyar Email and Phone Number

Lead and manage a team of incident managers, Develop and implement incident management processes and procedures, Identify, investigate, and resolve major IT incidentsLead the response efforts during major incidents, ensuring timely resolution and minimal impact on operations.Initiating bridge calls and sending communications and involving all relevant Resolver Groups and continue the discussions till the Major incident is resolvedCoordinate with cross-functional teams, including technical experts, to assess the severity of incidents and determine appropriate response actions.Communication and Stakeholder Management, serve as the primary point of contact for stakeholders during major incidents, providing regular updates on the incident status and resolution efforts.Collaborate with internal teams and external vendors to ensure clear and effective communication throughout the incident lifecycle.Documenting real-time information during the incident. This involves troubleshooting steps, accurate timeline, accurately recording decisions made, actions taken, timelines, communications, and service restoration details.Ensures Major Incident is resolved within the service level agreementResponsible for the resolution/restoration of service.Ensure all operational KPIs and Metrics are being measured and met.Being accountable for resolving the outage via workaround or permanent fix.Documentation and Post-Incident Analysis, maintain detailed incident records, including timelines, actions taken, and resolutions achieved, for post-incident analysis and reporting.Conduct thorough post-incident reviews to identify root causes, contributing factors, and opportunities for prevention or mitigation in the future.Make critical decisions regarding incident prioritization, resource allocation, and escalation paths to minimize business impact.Educate and train new team members and support staff.

• Handle the life cycle of a major incident • Manage and coordinate activities during overall ticket life cycle.• Handle client escalations and take necessary actions to prevent the same.• Once the incident is resolved, prepare “Post Incident Review” and handover to Problem management team for RCA.• Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution.• Being accountable for resolving the outage via workaround or permanent fix.• Supporting and nurturing process improvements and knowledge base improvements.• Continually maintaining and developing tools and resources to manage major incidents.• Ensuring all administration and reports are maintained and up to date, including contacts information, post major incident reviews.• Ensure that the Incident record is fully updated prior to Problem Management handover.• Lead Sev1 & Sev2 incidents and drive them towards resolution.• Provide first level resolution and workaround to customers.• Maintain various trackers and update them periodically.• Educate and train new team members and support staff.• Notifying the management with various incident reports like ageing tickets, Case type, SLA based, Outage, Availability and Performance reports.