- Managing Major & Critical incidents with proactive and reactive methods.
- Manage of Command control center which involved all concerned support teams under an agreed process to work on Major & Critical cases impact STC business to reduce bouncing of incidents between teams and fix the issues proactively.
- Using a defined escalation process to speed up resolution and determining when an incident needs to be escalated and ensuring that the necessary steps are taken to escalate the incident appropriately.
- Ensuring that all stakeholders are kept informed of the incident's status and progress towards resolution. This includes providing regular updates, coordinating conference calls and meetings, and managing communications between IT teams and business stakeholders.
- Managing of Critical Incidents Cross Sectors .
- Engagement of senior management during the process of the incident to get the full support .
- Remove impediments which face the concerned teams while working on the issue .
- Managing the SLAs associated with major incidents, ensuring that all incident response times, and resolution targets are met. This includes monitoring SLA performance .
- Build and Investigate a Root Cause Analysis (RCA) and manage the implementation of definitive solutions.
- Creating detailed reports with our Incidents and share it with the Senior management.
Tools:- BMC Remedy , Dundas , PowerPoint .
