Madhur Thakre

· Identification of valid MIM incidents.

· Engagement of relevant stakeholders via war room conducts.

· Driving bridge calls until resolution is met.

· Following escalation matrix in case of any delay in Major incident management process.

· Notifying business, stakeholders, management and customers on real time status of investigation progress until resolution is met.

· Ensuring incident lifecycle hygiene is met.

· Utilize ServiceNow ticketing system for incident management, coordinating with support teams and ensuring efficient task assignment.

· Prioritizing and distributing the activities to fellow teammates based on their expertise to drive the issue towards resolution and ensuring all BAU activities are met.

· Maintaining internal stakeholders' data on SharePoint, Training new hires on MIM process, ITIL Overview and daily BAU activities.

· Creating and maintaining documents to understand the skin of Crisis Management Team.

· Conducting Crisis management Team’s Process orientation for the stakeholders every quarter via teleconferencing.

· Crisis Management escalation POC over weekend for On-call support.

· Take up charge and support my Manager with incoming Ad-hoc activities, representing Crisis Team in absence of service manager.

· Facilitate triage calls regarding enterprise major incidents,
documenting these calls and sending out communication
via email regarding the incidents with stakeholders/
business leaders.
· Arranging the required knowledge transitions to teammates
to make their work easy and better.
· Interacting with technical teams, vendors to keep the
application up and running all the time as required.

· First level escalation on receiving ticket at L1.5 level. Dispatch the tickets to Ops team.

· Ticket creation on SNOW and remedy tool.

· Providing/Revoking Production environment access via UAM process.

· Providing the end user communication for planned outages with ETAs.

· Performing daily activities ad-hoc activities proactively like bulk ticket handling as defined for multiple reasons as an ad-hoc activity.