As a process manager,Ensure all Critical and Major Incidents are addressed within response SLA time and sending out the Critical Alerts for such Incidents. Work towards bringing down the MTTR for all categories of incidents. (SEV1, SEV2, SEV3 and SEV4) Ensure that any service breach is suitably recorded and described before it is closed. Produce metrics for service performance and customer satisfaction both on a regular and an adhoc basis. Participate in Incident management Governance meetings and enhance the process. Ensure creation of knowledge base for known issues. Work with resolver groups to find out the root cause, prepare and deliver RCA within SLA. Coordinating with Service Desk in times of outages and assisting them to update IVR. Ticket auditsfor all tracks and providing feedback, documenting and publishing reports on a weekly basis. Training new hires on ITIL process. Driving ageing tickets and pushing the resolver group to resolve Assigned/In progress tickets as quickly as possible. Driving Major Incident Management bridge calls. Quality checks for all prepared RCA’S before getting delivered to the customer. Good exposure to ITSM tools like Service Now and Remedy