o Drive the process the adherence during any Incidnet Handling
o Participate in the Incidents to ensure that all parties contribute to the resolution.
o Coordinate between multiple support teams and with vendors to delivery incident resolution.
o Validate the Incident Report for the appropriate update and ensure that the RCA is delivered as required.
o Inform the respective owners on the open incidents.
o Validate the impact on the incident and update customer on the further action.
o Liason with the process team to provide any work arounds if available.
o Review all incidents of the day for logical closure. Ensure that team is working on the same.
o Initiate problem management on all P1and P2 tickets
o Attend to the Mail Box and ensure all mails are responded.
o Take ownership of Incident Management for High Severity Incident during the shift and perform necessary actions as documented.
o Update the details on the Incident in the tool and manage the over all execution of the Incident.
o Update Incident tracker with acivities completed during the incidents.