Incident Management Specialist

As a Major Incident Manager at WNS Holdings Limited, your role involves assessing and validating major incidents, managing notifications and escalations as per the major incident management process, and coordinating recovery actions and plans until resolution. You will provide timely updates to management, stakeholders, and users, ensuring adherence to Service Level Agreements. Monitoring incidents, engaging the appropriate support teams, and managing technical bridge calls are key responsibilities. Additionally, you will document recovery plans and activities, generate tickets, and coordinate with relevant groups for incident resolution. Key Responsibilities: - Assess and validate major incidents - Manage notifications and escalations - Coordinate recovery actions and plans - Provide updates to management and stakeholders - Monitor incidents for SLA adherence - Engage technical or functional support teams - Manage incident technical bridge calls - Document recovery plans and activities - Generate tickets and follow up with functional groups - Track preventive actions and improvement plans - Ensure closure of resolved incidents - Understand ITS infrastructure components - Provide daily incident reports to stakeholders - Update ServiceDesk ticket data with resolution information Qualifications: - Graduate Additional Information: - Location: Thane (work from office only) - Shift: 24/7 including night shift As a Major Incident Manager at WNS Holdings Limited, your role involves assessing and validating major incidents, managing notifications and escalations as per the major incident management process, and coordinating recovery actions and plans until resolution. You will provide timely updates to management, stakeholders, and users, ensuring adherence to Service Level Agreements. Monitoring incidents, engaging the appropriate support teams, and managing technical bridge calls are key responsibilities. Additionally, you will document recovery plans and activities, generate tickets, and coordinate with relevant groups for incident resolution. Key Responsibilities: - Assess and validate major incidents - Manage notifications and escalations - Coordinate recovery actions and plans - Provide updates to management and stakeholders - Monitor incidents for SLA adherence - Engage technical or functional support teams - Manage incident technical bridge calls - Document recovery plans and activities - Generate tickets and follow up with functional groups - Track preventive actions and improvement plans - Ensure closure of resolved incidents - Understand ITS infrastructure components - Provide daily incident reports to stakeholders - Update ServiceDesk ticket data with resolution information Qualifications: - Graduate Additional Information: - Location: Thane (work from office only) - Shift: 24/7 including night shift