Major Incident Manager with Network Skills

Role: The Major Incident Manager drives issues that meet the Crisis Management Criteria to resolution as well as provides thorough documentation as the Crisis takes place via the Major Outage etc and performs a post Crisis PIA.

Responsibility:

• Should have understanding on network Technologies ( Router , Switches, wireless , Layer 1 Transport gear like fiber, optical et )
• Owns, and is empowered to resolve, the major incident
• Ensures that incident bridge has been established
• Stress the customer coordination and single POC for network outages
• Performs incident evaluations by utilizing the Crisis Management Checklist
• Coordinates the engagement of resolution teams, and releases resources as determined appropriate
• Provides Point-of-Contact for resolution teams
• Manages further escalations internally or externally
• Manages all internal/external communications regarding escalated incident and ensures involvement of appropriate resources via the MOE
• Conducts Post Incident Assessment reports
• Conduct Executive Summaries when requested by internal Management
• Change Management oversight to include total view change submittals, approval board attendance and change approval follow up.