PRITAM KUMAR NAYAK

* Waiting for Project Allocation .

• Monitor escalation mail, teams channel chat and ticket queue and work with the respective team to ensure escalated cases are worked within the required SLA’s and stakeholders requirement
• Investigate major incidents to understand the underlying causes and collaborate with team members to dig deep and ask why five times to get the root cause
• Drive Problem Management efforts through resolution implementation (working directly with technical delivery staff and our change management team to implement root cause analysis findings/solutions). Work alongside the Incident Management Teams to respond to critical incidents quickly and effectively.
• Work alongside the Incident Management Teams to respond to critical incidents quickly and effectively. Drive accountability through problem efforts (owning the coordination of problem-related efforts, and ensuring delivery service teams are meeting deadlines).
• Drive Problem Management efforts through resolution implementation, working directly with technical delivery staff and our change management team to implement root cause analysis findings.
• Coordinate efforts to eliminate known errors and reduce the number of recurring incidents.

• Be responsible for ongoing readouts and other communications with our Service teams. Be responsible for communicating status at all levels including Executive Leadership.
• Proactively identify and remediate critical incident causes (critical incident avoidance).
• Continually analyze and report on service impact (outages and customer impact tied to critical incidents).
• Work alongside the Incident Management Teams to respond to critical incidents quickly and effectively.
• Work alongside our Security team to build out new capabilities in our monitoring platform with the goal in mind of reducing response time for critical incidents and improving critical incident avoidance.

• Own/Drive and conclude all production incidents.
• Drive all S1 and S2 incident bridges.
• Resolution of Sev-1 within SLA.
• Prepare review and publish the final RCA to all related stakeholders within 4 working days.
• Capture and circulate the MOM for all the incident related calls/bridges.
• Make sure all incidents are resolved/closed within the Agreed SLA.
• Driving tickets with the stakeholders (All severities).
• Escalations handling.
• Escalation matrix review (Internal and External)
• Weekly monthly adhoc reports as per requirements.

• Drive and coordinate Incident management process and response activity.
• Assemble appropriate resources and manage incident communication.
• Keep the incident response resources focused, facilitate quick recovery and closure with minimum Impact to customers and colleagues.
• Document all activities, Investigation, and recovery tasks, and provide a detailed timeline of the Incident events.
• Facilitate related problem Investigation and documentation, ensuring accurate data collection to identify recurrences and aide in continuous improvement
• Work with assigned resources to ensure timely completion and closure of related tasks.
• Provide accurate reporting on Incident and problem activities.