Job Description

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• Assess the impact and severity of critical major incidents.

• Gather information and data to support incident analysis and decision-making.

• Act as the central point of contact during critical incidents, ensuring that all relevant teams are informed and engaged.

• Develop and implement an effective communication template to keep internal and external stakeholders informed.

• Ensure clear and timely communication with internal stakeholders, external partners, and relevant authorities.

• Maintain Response SLA.

• Coordinate with external vendors for additional support.

• Maintain detailed records of incident response activities, including actions taken, decisions made, and outcomes.

• Conduct a thorough post-incident analysis to identify lessons learned and areas for improvement.

• Implement changes to enhance incident response capabilities.

• Provide guidance and support to the incident response team during challenging and multifaceted incidents.

• Generate comprehensive incident reports, highlighting key findings and recommendations.

• Lead and facilitate to aid in the restoration for all business/customer impacting incidents in a 24x7x365 environment.

• Coordinate the triage, recovery, and communication during all major incidents.

• Lead major incident technical bridge and drive all activities to service restoration.

• Assign related Problem record to resolution team and coordinate root cause analysis (RCA) to closure.

• Establish metrics and reporting to create visibility into all Major Incidents and progress of open Problems.

• Ability to work on a 24x7x365 on call rotation.

• Create and keep up a plan for handling incidents that defines roles, duties, and escalation procedures.

• Ensure that the organization's incident management framework remains current and effective.

• Develop contingency plans for various scenarios.

• Review and update incident response plans and procedures as needed.

• 7+ years of supporting IT operations in a large-scale environment

• 5+ years of experience with leading resolution of major incidents in a large-scale environment.

• 5+ years of experience dedicated to Incident and Problem Management.

• Strong understanding of ITIL and Incident, Problem, and Change Management Processes.

• Working background in AWS, Azure, ServiceNow, and/or other technologies.

• Experience with managing ITIL workflows in ServiceNow.

Skills:Major Incident Management, Incident Reporting, Security Incident Response, Critical Analysis.About Company:UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the worlds best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact touching billions of lives in the process.

UST