Shophia Fernando

Major Incident Commander:

· Responsible for overseeing the resolution of major incidents.

· Primary focus is to ensure a swift and effective response to minimize the impact on business operations.

· Lead the incident response team and make executive decisions regarding the resolution of the incident.

· Empower and delegate tasks to team members as required. Serve as the primary point of contact for all communication regarding the incident.

· Keep stakeholders, including senior management and affected users, informed about the status and progress of the incident.

· Coordinate with various teams, such as IT, customer support, and external vendors, to mobilize resources and expertise.

· Ensure that all team members are aware of their roles and responsibilities during the incident.

· Ensure that the incident is thoroughly documented, including actions taken, decisions made, and the incident's impact.

· Escalate issues to higher management or specialized teams, as needed, to expedite resolution.

Major Incident Coordinator:
· Assist the Major Incident Commander in coordinating the response efforts.

· Ensure that incident management processes and procedures are followed.

· Maintain communication logs and records of actions taken during the incident.

· Maintain detailed records of the incident, including timelines, actions taken, and communications.

· Assist in creating incident reports and documentation for post-incident review.

• Maintaining the stability and security of an organization's IT infrastructure, ensuring that systems run smoothly and efficiently while minimizing downtime and disruptions.
• Managing cloud-based services and infrastructure, such as Microsoft Azure or AWS.
• Providing support for specific applications or services hosted on Windows servers.
• Providing training and support to end-users and junior IT staff.

· Strategically addressing customer needs.

· Creating a positive customer experience.

· Quickly resolving small or easy-to-manage issues.

· Establishing a timeline and protocol for harder-to-solve problems.

· Increasing employee satisfaction; First Call Resolution.

· Walking customers through the process of installing software on their computers and launching those programs for the first time.

· Helping troubleshoots software problems and provide actionable tips to resolve the issue.

· Taking over control of a customer's computer remotely to resolve issues.

· Assisted customers by providing exemplary service and support.

· Responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation.

· Responsible for coaching and mentoring less experienced team members and acting as a subject matter expert.

· Quickly responds to incident alerts and support calls.