* Responsible for handling end to end process for the Major Incident management for one of the top FMCG brand. * Lead and coordinate the resolution of major incidents affecting critical IT services, ensuring adherence to established Incident Management processes. * Conduct thorough impact and risk assessments to prioritize incidents based on business impact and urgency. * Engage and direct cross-functional teams, including technical experts and support staff, to collaborate and… Show more * Responsible for handling end to end process for the Major Incident management for one of the top FMCG brand. * Lead and coordinate the resolution of major incidents affecting critical IT services, ensuring adherence to established Incident Management processes. * Conduct thorough impact and risk assessments to prioritize incidents based on business impact and urgency. * Engage and direct cross-functional teams, including technical experts and support staff, to collaborate and resolve incidents within defined service level agreements (SLAs). * Communicate effectively with stakeholders, providing regular status updates during the incident lifecycle, including root cause analysis and post-incident reviews. * Work closely with Problem Management teams to ensure the identification and documentation of root causes, contributing to the reduction of recurring incidents. * Analyze incident trends and implement preventive measures to mitigate future incidents and improve overall service stability. * Conduct regular training sessions and workshops to enhance incident management capabilities and promote a culture of continuous improvement. * Collaborate with Change Management teams to assess and manage potential risks related to planned changes that could impact IT services. Show less

* Responsible and accountable for the coordinating Major Incident management between multiple IT projects/groups directed toward strategic business and other organizational objectives.* Facilitate High/Critical incident bridge calls, engaging the relevant stakeholders, technical manager teams to troubleshoot and send business impact notifications when needed.* Immediately initiating the troubleshooting bridge call and engaging the relevant stakeholders, technical manager teams to… Show more * Responsible and accountable for the coordinating Major Incident management between multiple IT projects/groups directed toward strategic business and other organizational objectives.* Facilitate High/Critical incident bridge calls, engaging the relevant stakeholders, technical manager teams to troubleshoot and send business impact notifications when needed.* Immediately initiating the troubleshooting bridge call and engaging the relevant stakeholders, technical manager teams to troubleshoot & provide updates.* Manage the Incident SLAs, Key Performance Indicators (where appropriate), with accurate reporting to key stakeholders including coordination of resources to achieve resolution of high priority incident within defined customer contracted service levels* Ensuring resolution details and follow-up actions are captured and documented.* Managing & Monitoring all Incidents to ensure that they are resolved within the SLA’s.* Participation in side projects such as process improvement initiatives, creating and updating documents, user acceptance testing etc.* Define universe, track, analyze and report monthly on the number of Critical and High INCs, average impact times per TLA (application) and collective summary.* Participate in INC related knowledge meetings with support staff to educate on/reinforce INC creation/update, metric capturing and communication processes.* Manage and track open problem tickets (PRBs). Coordinate targeted completion dates with support managers. Drive closure of PRBs as needed, ensuring they meet ITSM standards and policies.* Monitoring the applications & the devices through the monitoring tools & escalating to the concerned team when needed.* Identify, document and approve system incident or outage escalation procedures designed to meet SLAs. Show less