•Leading E2E Major Incidents and Customer Escalations within OCI Infrastructure organization.•Analyzing and designing process improvements related to changes impacting the Incident Management Team.•Actively participating in post-incident reviews, sharing lessons learned, and driving continuous improvements in response protocols.•Managing escalations effectively by collaborating with both internal teams and external vendors as needed.•Contributing to the overall success of the… Show more •Leading E2E Major Incidents and Customer Escalations within OCI Infrastructure organization.•Analyzing and designing process improvements related to changes impacting the Incident Management Team.•Actively participating in post-incident reviews, sharing lessons learned, and driving continuous improvements in response protocols.•Managing escalations effectively by collaborating with both internal teams and external vendors as needed.•Contributing to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management. Show less

Accountable to senior management for the proper design, execution, and improvement of the process. Ensures that the process is being carried out, but does not run the day-to-day operation of the process. Receives regular updates concerning the performance of the process and represents this process concerning all decisions being made by senior management.

• Asses business impact and urgency, declare Major Incident or escalates potential triggering of business continuity procedures or disaster recovery invocation scripts;• Coordinate the process of the service restoration or impact reduction;• Ensures that cross-SDO incidents are resolved effectively securing end-to-end Service Level Agreement;• Identifies and takes control of unallocated incidents e.g. ‘gray space’;• Acts as escalation point for SDOs where resolution ownership is… Show more • Asses business impact and urgency, declare Major Incident or escalates potential triggering of business continuity procedures or disaster recovery invocation scripts;• Coordinate the process of the service restoration or impact reduction;• Ensures that cross-SDO incidents are resolved effectively securing end-to-end Service Level Agreement;• Identifies and takes control of unallocated incidents e.g. ‘gray space’;• Acts as escalation point for SDOs where resolution ownership is disputed;• Provides guidance and assistance to SDOs to ensure a globally consistent approach to operational processes. Provides consistent communications in scope of the process and services;• Provides high quality reports and communications;• Ensures that customer’s business interests are maintained over and above those of any specific SDO;• Cooperates with various SDOs, Incident Managers, and Regional/Global Change Managers;• Identifies and escalates operational issues and drive resolution working directly with the client and SDOs;• Facilitates and coordinates operational and management oriented meetings;• Own send-to-end outage and business notifications;• Provides technical & non-technical support for Major Incident response Teams;• Participates in continuous service improvement;• Is aware of the service performance and supports improvements implementation. Show less

• Ownership of the accuracy and quality of information on all logged incidents; regular evidence of constructive feedback on the accuracy and quality of logged incidents;• Realise periodically service reports or ad-hoc reports requested by SDM /OPM /TL;• E2E Management of tickets, against SLAs and contracts;• Maintain good relations with all suppliers and resolving teams;• Escalation to TL / SDM / Resolving Teams where tickets may or have been breached.Ensure that… Show more • Ownership of the accuracy and quality of information on all logged incidents; regular evidence of constructive feedback on the accuracy and quality of logged incidents;• Realise periodically service reports or ad-hoc reports requested by SDM /OPM /TL;• E2E Management of tickets, against SLAs and contracts;• Maintain good relations with all suppliers and resolving teams;• Escalation to TL / SDM / Resolving Teams where tickets may or have been breached.Ensure that knowledge is created, authenticated and approved, in accordance with the knowledge management process• Work together with Front line and Resolving teams to create new solutions /amend existing solutions / delete the obsolete solutions• Offer training related to the knowledge management tool;• Realise periodically service reports or ad-hoc reports requested by SDM /OPM /TL;• Providing accuracy and consistency of the knowledge database;• Building and maintaining effective working relationships with Customers Knowledge Managers;• Maintaining up to date Knowledge Management work instructions and procedures; Show less