Major Incident Analyst || 3 to 5 yrs || Mumbai

Major Incident Management || 3 to 5 yrs || Mumbai

The role of the Senior Major Incident Analyst is to undertake management of Major Incidents, ensuring that they are managed and communicated within the scope of Service Level Agreement, securing that all engaged parties perform up to high standards and follow agrees process. The role ensures that the output from Major Incident Management process is of high quality and provides management with the right level of business intelligence. The primary goal of Senior Major Incident Analyst is, as a matter of urgency, to minimize or remove the adverse impact of Incidents on the business that is caused by errors within the IT Infrastructure, process failures, engaged staff competencies. The ultimate objective is to restore IT services as soon as possible. The role of Senior Major Incident Analyst is embedded into Service Management Team and therefore works closely with Incident Management, Problem Management, Change Management, Service Desk Capgemini Service Tower Management Leads, Service Delivery Managers and at times directly with the Customer. The role closely aligns with Capgemini's ITIL best practices.

Consults business impact and urgency, declare Major Incident; ? Coordinate the process of the service restoration or impact reduction; ? Monitors and escalates that cross -SDO incidents are resolved effectively securing end-to-end Service Level Agreement; ? Identifies and takes control of unallocated incidents e.g. ‘gray space’; ? Acts as escalation point for SDOs where resolution ownership is disputed; ? Provides assistance to SDOs to ensure a globally consistent approach to operational processes. Supports consistent communications in scope of the process and services; ? Provides high quality reports and communications; ? Ensures that customer’s business interests are maintained over and above those of any specific SDO; ? Cooperates with various SDOs, Incident Managers, and Regional/Global Change Managers; ? Identifies and escalates operational issues and drive resolution working directly with the client and SDOs; ? Facilitates operational and management oriented meetings; ? Distributes outage and business notifications; ? Participate in continuous service improvement; ? Is aware of the service performance and supports improvements implementation.



Nirmala B