Major incident manager

 Driving the efficiency and effectiveness of the Major Incident management process.
 Ensuring updates are sent to customers via phone and by tool, email in a timely manner.
 Updating incident log with all progress that occurs, including any actions to correct problems and/or to take
opportunities to improve service quality, Customer Satisfaction survey.
 Producing management information, including KPIs and reports monitoring the effectiveness of incident
management and making recommendations for improvement.
 Ensuring that all IT teams follow the incident management process for every incident.
 Coordinating calls with L2, L3 Engineers and respective teams for resolution of Major incidents.
 Coordination with Change and Problem Management.
 End-to-end coordination of resolution for high severity and major incidents.
 Within time Managing ticket backlogs and escalations for assigned areas and coordinating with Helpdesk team.
 Weekly reviews of incidents and publishing reports to higher management.
 Managing and working with suppliers of Service providers based on requirement.
 Providing guidance, leadership and an escalation point on operational level service integration issues and risks.
 Globally Supporting for 200+ HP internal and external Applications.
 Delivery of RCA (Root cause analysis) documentation after successful incident resolution.
Summary of Performed Activities:
 Team Management, Coach, Major Incident Management, Coordination with Problem and Change Management,
Process Improvement, Customer Management, RACI Matrix, Monitoring KPI & SLA Management and reports.
 E2E Incident Management process, End user communication to stakeholders throughout Knowledge
Management, SLA/KPI Management Process Audits & Assessments, Driving continuous service improvement, IM
& MI process awareness, CSAT Monitoring, Team review on Inflow and outflow of MIs.

Facilitating the team’s progress toward team goals. Leading team efforts in relentless improvement.
 Coordinating the Product Owner Tracking and eliminating impediments. Promote quality practices.
 Protecting the team from uncontrolled expansion of work, distractions and interferences.
 Communicates with management and stakeholders, coordinating with other teams.
 Coordinating the continuous improvement process, Support effective Program Increment execution.
 Coordinating and collaboration across business units and cross functional work teams.
 Coordinating and align all project related activities with the local Management team to ensure lowest possible
impact on operation.
 Working from Home office and supporting for USA timings

Regularly meeting with team leaders technical, academic and business to understand project requirements.
 Motivating the product, academic and engineering team members to achieve maximum pace and efficiency
during projects and launches.
 Working with the team leads to define deliverables and specify the acceptance criteria for their part of work.
 Determining the priority order of all the deliverables and their tasks.
 Helping the team in estimating effort required, making sure that it is a reasonable Estimate.
 Communicate regularly the current state of deliverables. Step in to the any gaps and mentor the team members.
 Communicating any blockers or issues faced by the team as well as respond to any Issues raised by the
management team.
 Verifying that when the work item is delivered, it meets the acceptance criteria defined at the outset.
 Conducting reviews with retrospective teams.
 Communicating monthly with the leadership to understand their expectations and where they would like to see
changes and improvements.
 Handling kickoff meeting and getting the requirements, and planning on estimation, working on network
diagrams,
 Communicating with Higher management on rescues plans, finding Risks and root costs.
 Coordinating with BFM on finance and budget estimations.
 Regularly reviewing the team performance and reposts.

Facilitating the Major Incident calls through to confirmed resolution.
 Engaging required resources needed on the major incident.
 Managing the call and participants to ensure continuous progress with a sense of urgency.
 Recording all Major Incident activities and business impact in the Major Incident ticket.
 Ensuring timely communications and progress reports are distributed as necessary.
 Sending RtOP communications per process.
 Facilitating Check Point calls as required post resolution.
 Engaging Problem Management as required for follow-up root cause analysis.
 Managing Availability Event validation once business continuity has been restored.

Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing
and implementing solutions.
 Leading ongoing reviews of business processes and developing optimization strategies.
 Conducting meetings and presentations to share ideas and findings.
 Performing requirements analysis and Documenting and communicating the results of your efforts.
 Effectively communicating your insights and plans to cross-functional team members and management.
 Gathering critical information from meetings with various stakeholders and producing useful reports.
 Working closely with engineers, account managers, and area directors.
 Managing smaller projects, developing basic project plans, and monitoring performance.
 Managing competing resources and priorities
 Monitoring deliverables and ensuring timely completion of projects

Technology Management, Quality Management 2009.