Job DescriptionPosition TitleIncident Manager L2BANDLocationIndiaDepartmentInfra SupportRole SummaryAs a L2 resource of his /her team, he /she:During Major IncidentEnd to end ownership of the Major Incident with the aim to minimize the time to restore.Coordination with all support engineers involved in the troubleshooting with the possibility to involve other support groups.Ensure a systematic process is followed for all Major Incidents from opening to closure.Assess Incident complexity and decide to apply the Crisis Management process if required: trigger and liaise with the Crisis Manager to manage communication with and escalation to Executive management.Track incident progress to resolution and responsible for communicating progress to higher management and transverse relevant teams. Prepare clear and concise comms and publish them based on the priority of the incident.Facilitate exchanges between the relevant support staff through setting up ad-hoc Conference Bridge / Business Chat groups and / or direct contacts. In particular, ensure diagnosis, action plans and key initiatives are shared with the relevant parties across technical towers and geographies.Drive discussions to a pragmatic outcome in a reasonable timeframe in order to ensure the key decisions are taken on time or escalated to higher management. As a last resort, responsible for choosing between resolution solutions, or escalating in case of disagreement between technical teams and after assessing all impacts with relevant stakeholders (Experts, Managers and / or Business line IT)Activate and manage the Incident WAR Room
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