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    Major Incident Management - Texas City, United States - Tata Consultancy Services

    Tata Consultancy Services
    Tata Consultancy Services Texas City, United States

    5 days ago

    Tata Consultancy Services background
    Description
    • Highly motivated with strong leadership skills.
    • Experience within the healthcare industry a plus.
    • Proven knowledge of Service Level Management ITIL frameworks.
    • Establish/maintain/improve Major Incident Management policies, processes, and procedures.
    • Participate in process reviews.
    • Monitor and coordinate with IT Teams to ensure the Major Incident Management process is followed.
    • Responsible for Major Incident Management process hand-offs between supporting ITSM processes.
    • Analyze incident priority with focus on business impact and urgency.
    • Drive Major Incidents involving high priority and large-scale IT issues.
    • Host, chair and update technical, management and war-room bridges during Major Incidents.
    • Partner with ITSM and the business to ensure the effectiveness/efficiency of Major Incident Management.
    • Managing the recovery activities and communication of all Major IT incidents within customer centric SLAs.
    • Driving IT and Business teams to restore services on a 24x7 on-call shared rostered.
    • Deliver clear and concise communication to stakeholders.Includes all stakeholder
    • communications across various Senior and Executive sponsors throughout the organization.
    • Review statistics, KPI and trend reports for use in the Major Incident Management process.
    • Obtain, prepare, and provide evidence of compliance of processes required during audits and reviews
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