Job Title

ITSM MIM

Requirements and Skills

Escalation point, responsible for call and notification management and first point of contact for service restoration
To work in 24/7 operations and project support Major Incident Management activities.
Adhere to the Responsibilities detailed in the Incident Process
Investigate and diagnose Major Incident to restore failed Application or Service as quickly as possible.
Document troubleshooting steps and service restoration details for accurate timeline. (Sequence of Event)
Providing periodic major incident metrics reports as management Notification to top management during the bridge call with periodic intervals.

Job Responsibilities

Forming collaborative action plans with specific actions, roles, deadlines, and ensuring these are completed. (Action Plans in place)
Driving the Bridge call with end-to-end responsibilities till closure.
Following the proper escalation matrix during and after the bridge calls.
Accountable for the Major Incident Management process and maintains and improves the process as necessary to achieve the objectives of the business.
Added advantage on having Knowledge in Service Now & MS List.

ITSM