Umang Shrivastava Email & Phone Number

The Major Incident Management team is responsible for the end-to-end management of all IT major incidents.• MIM team provides/initiates major incident bridge calls for handing P1 /P2 incidents & create problem incidents for the same and it also provides direction if further escalation is required.• Proper Maintaining of P1/P2 incident reports on an excel sheet with all the details.• MIM team manages notifications and escalations as defined in the major incident management process and provides timely and informative updates to management, stakeholders, and users until incident closure.• MIM team ensures the appropriate level of the technical support is actively engaged during the major incident management bridge call.• Participate in Preliminary RCA as required and follow up on improvement plans.• Monitoring SLA breach Response & Resolution of all technical tracks. Sending emails to them to save the SLA.• Whenever needed the MIM team also calls local FSO, technical tracks, Users through AVAYA.• Maintaining bridge meetings and rolling out the notifications for Planned Power Outages and creating reports for the same.• Integrated Command Center team Monitor alerts of MKS environment that includes Servers, Network devices, Firewalls through SolarWinds Monitoring tool.• Creating incidents through Service Now for alerts which are generated on SolarWinds tool.• Monitoring of Network devices & Sites through GTT portal, SD WAN Orchestrator by Velo cloud.• Monitoring alerts of Wireless Access Points through Cisco Meraki Dashboard• Basic Troubleshooting for Switches and Routers to check the device is up and running through Putty.• ICC team Needs to check with local FSO & technical tracks, if any devices are down or unreachable.• Reports to be fetched/generated from SolarWinds of devices whenever it is needed or asked by clients.• Involvement of Command Centre in the planned and unplanned outages of any Sites.

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  Saraswati Inter College, Hathras

  Business/Commerce, General