• Working in Major Incident Management.• My role is to respond to incidents when they occur and take necessary steps to resolve them as quickly as possible.• Handled critical incidents with exceptional poise and composure, making quick decisions and implementing to reduce overall impact.• I am responsible for planning and co-coordinating P1/P2 Incidents.• Setting up and driving the technical bridge for critical P1/P2 Incidents.• Ensure technical support teams follow Incident Management process during Incident resolution.• Managing and Monitoring Service Level Agreement (SLA Management) and make sure to resolve the incidents within the SLA.• Document of process with post incident review.• Also ensure that the service report is produced for each customer service and that breaches SLA targets are highlighted & investigated.• Auditing & analyzing the SLA breached tickets & Monitoring response & resolution SLA.• Performing trend analysis for detecting recurring incidents & flagging them to problem management team.• Responsible for handling and attending client calls on the issues reported as Priority (P1& P2) and share the RCA report with the technical accounts Managers to anticipate the issue and share the feedback with Product groups, set Priorities and proactively develop strong relationship between clients and organization.

• Validate and correct as required the ticket Category, Sub Category and Service.• Validate and correct as required the impact and Urgency.• Validate the ticket severity and guiding the escalation manager if required, or assisting with correcting invalid incident.• Ensuring the quality and accuracy of incident information as appropriate.• Coordinate with the respective technical teams to get updates on P3/P4 ticket.• Monitor the incoming ticket in ticketing system, to ensure the summary is appropriately documented.• Participating in P3 incident management meetings and reviews when required.• Reviewing and acting on P3/P4 Incident management report as required.• Analyze closed P3 incident and interlock with Service management team on incident trends by conducting a post incident review.• Tracking all open P3 and P4 incident and identifying any particular incident that increased focus to meet committed service levels.• Ensure that standardized methods and procedures are used for efficient handling of all changes to minimize the impact and risk.• Ensuring change implementation risk is understood and increase change success rate.• Ensure RFC Request for change is recorded and update in the control system.