Facilitate the recovery of a major incident with an impact severity of enterprise, site, or department impact (Priority1 and Priority2).
Provide timely updates and communication bulletins to the key stakeholders, technical teams, platform or service managers, IT leadership, business unit representatives, and external service providers through bridge conference calls, email, Teams, or WebEx chat.
Execute Event Management specific to WAN or WLAN connectivity and telephony systems for 24x7 detection and correlation of events using tools for Network Monitoring such as SolarWinds or related tools.
Perform the first line of investigation, triaging, diagnosis, and validation of automated alerts, events, and incidents reported.
Generate reports, metrics, and key performance indicators to be presented internally to the team and IT management.
Coordinate the escalation of the required global support group for critical IT systems and applications.
Display adaptability and resiliency in process changes for Enterprise IT customers, business units, and partner support groups.

Bachelor's degree or equivalent experience in Computer Science, Information Technology, Engineering, or any Science-related courses or experience.
Familiarity with ITIL process (Major Incident and Problem Management), network infrastructure, switches, circuit remediation, and troubleshooting.
Fundamental knowledge of IT technologies such as Server Technologies, Oracle Cloud Infrastructure, Azure, Core Switches, Wireless & Telephony, ITSM Ticketing systems (ServiceNow, etc.) and Artificial Intelligence (AI).

Major Incident Support Administrator

Key skills