Managing a team of 15 Major Incident Managers, who facilitates Major Incidents tech bridges to our Enterprise customers.Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.Provide the team with a vision of the project objectivesMotivate and inspire team membersLead by setting a good example (role model) behavior consistent with wordsMonitor all team members and provide necessary advice and guidance.Coach all team members and motivate them to produce desired results.Organize regular seminars and trainings to teach team members new techniques and methods.Write and forward regular reports to the management.Provide solution to any complex related challenges in the organization.Perform regular appraisal of team members performance and devise strategies to help with improvement.Carry out in-depth research to reveal new and better methods of handling functions within the department.Ensure that the company data and information are protected from unauthorized access.Listen to team members' feedbackMonitor team members' participation to ensure the training they are being provided is being put into use, and to see if any additional training is needed.Manage the flow of day-to-day operationsConducts team meetings to update members on best practices and continuingDriving the efficiency and effectiveness of the incident management process.Producing management information, including KPIs and reports.Monitoring the effectiveness of incident management and making recommendations for improvement.Driving, developing, managing and maintaining the major incident process and associated procedures.Ensuring that all IT teams follow the incident management process for every incident.

Incident management processing and resolution of unexpected operation events.Managing adherence to the communication process of priority 1 and priority 2 cases.Act as a central point of contact for all Critical and high priority cases.Ensure agreed action plans are documented and followed through, with any required changes clearly communicated to all parties.Provide multi-vendor incident management across multiple accounts.Manage & co-ordinate skill group resolution to ensure delivery is performed within customer SLAs.Initiate, drive and document technical and management conference calls if/when required for incident resolution.Performed required technical & management escalation in line with defined processes.Ensure all steps and progress of all critical cases are clearly documented within relevant case logging tools and that timestamp are 100% accurate.Build and maintain effective working relationships with senior management, support towers, external vendors and customer management.Apply ITIL standard and foundations to all managed critical incidents.Identify gaps in existing processes and create improved processes & procedures

• Heading overall Project Status meeting with Project Team to confirm the current status of the project.• Preparation of weekly, monthly progress reports and Project schedules using Microsoft project Plan.• Overseeing management of scope changes, trends and change notices requests initiated from the project management system and reviewing time and cost implications.• Analyzing development of schedule, work breakdown structure, estimated packages during the different phases of a project.• Provide up-to-date portfolio level status reporting to executive management. Dashboard to provide the high level information on the performance of delivery units.• Developing and maintaining the management plan, integrated master schedule, and weekly and monthly reporting.• Engaging with key stakeholders and client subject matter experts.• Preparing work progress, architecture diagram, work flow diagram and sharing it with the client with explanation on call.

• Monitoring RDA infrastructure as in Network, backup, storage, database and servers• Troubleshooting server and network related issues.• Creating SOPs and KEDBs as per process rules.• Managing queues and coordinating with clients.• Analyzing monthly reports and data.• Incident / Problem Management / Change Management• Project Management• Escalation Handling• SLA Management• Governance / Reporting