Position Title – Incident Manager.
Location – Mumbai.
Client – NSDL (https://nsdl.co.in/)
Employment - Full Time.
Designation: Assistant Manager.
o Take ownership of major incidents, ensuring that the correct procedures are followed for efficient resolution.
o Act as a liaison between technical teams, business stakeholders, and senior management during critical incidents.
o Lead high-priority incident response meetings, ensuring effective communication and resource allocation.
o Ensure clear and continuous communication during major incidents, both internally with the IT teams and externally with business stakeholders.
o Provide regular updates to senior management, business units, and clients regarding incident progress and resolution.
o Facilitate post-incident reviews, highlighting key learnings and improving incident response processes.
o Ensure that thorough investigations are conducted following a major incident to identify root causes.
o Collaborate with technical teams to perform a detailed RCA and track the implementation of preventive actions.
o Ensure that RCA reports are shared with stakeholders and necessary actions are taken to avoid future incidents.
o Manage the escalation of critical incidents, ensuring they are addressed promptly by the appropriate teams.
o Prioritize incidents based on severity and business impact.
o Maintain a high level of situational awareness, ensuring that appropriate decisions are made to resolve the incident.
o Analyse incident trends and provide recommendations to improve incident management processes and reduce future incidents.
o Review incident management policies and procedures, identifying opportunities for optimization.
o Implement lessons learned from past incidents to improve response times and minimize disruptions.
o Ensure that incidents are logged correctly and in a timely manner, with all necessary details documented.
o Produce reports and dashboards to track incident resolution, trends, and performance metrics.
o Prepare and present post-incident reports to senior management and other stakeholders.
o Adhered to SEBI guidelines.