Sr Technical Lead (Support & Operations)

Job Summary

Critical Incident Manager (CIM)\\\\r\\\\nRole Type: L2.2 / L3 (Process/Operations – Major Incident & Critical Events)\\\\r\\\\nFunction: Critical Incident Management / Major Incident Function\\\\r\\\\nEngagement: 24x7 availability (Roster-based)\\\\r\\\\nIndustry Context: Volvo SIAM / Multi vendor operations\\\\r\\\\n________________________________________\\\\r\\\\nRole Summary\\\\r\\\\nThe Critical Incident Manager is responsible for end to end governance, coordination, communication, and rapid restoration actions for Priority 1 (P1) / Critical Incidents. This role ensures cross tower collaboration, drives technical investigation bridges, manages business-level communication, and minimizes business impact through structured recovery and escalation.\\\\r\\\\n________________________________________\\\\r\\\\nKey Responsibilities\\\\r\\\\n1. Critical Incident Qualification & Ownership\\\\r\\\\n• Validate proposed P1 incidents against pre defined Critical Incident criteria and formally accept or reject them.\\\\r\\\\n• Flag and convert incidents into Critical Incident (P1) within the ITSM tool after due diligence.\\\\r\\\\n• Ensure all required documentation and approval trails are captured before classification.\\\\r\\\\n2. Bridge Management & Technical Coordination\\\\r\\\\n• Open and manage the technical bridge involving all relevant support groups, SMEs, vendors, tower leads, and service owners. \\\\r\\\\n• Ensure structured troubleshooting, log collection, change validation, and impact assessments are performed by technical teams.\\\\r\\\\n• Drive investigation progress every few minutes until stabilization.\\\\r\\\\n3. Communication Management & Broadcasting\\\\r\\\\n• Publish initial and subsequent broadcast communications about issue description, impact, and status updates.\\\\r\\\\n• Maintain communication cells when required (MOD, Crisis Manager, business stakeholders).\\\\r\\\\n• Ensure communication follows templates and timelines mandated for Critical Incidents.\\\\r\\\\n4. Stakeholder Engagement & Escalations\\\\r\\\\n• Engage Crisis Manager, Manager-on-Duty, Tower Managers, SDMs, and third party vendors as per escalation matrix.\\\\r\\\\n• Activate Crisis Cell or Architect Cell when warranted by impact severity.\\\\r\\\\n• Serve as the single point of contact for all stakeholders during the P1 lifecycle.\\\\r\\\\n5. Documentation, Tracking & Chronology\\\\r\\\\n• Maintain detailed chronology of events, actions taken, commands executed, team involvement, and decision logs.\\\\r\\\\n• Ensure technical teams update resolution comments accurately before closure.\\\\r\\\\n• Capture change dependencies, backend logs, alerts, and vendor ticket references. \\\\r\\\\n6. Handover & Shift Continuity\\\\r\\\\n• Conduct structured handover to next CIM in shift with all open actions, pending validations, and bridge status.\\\\r\\\\n7. Post Resolution Activities\\\\r\\\\n• Validate fix stability post implementation and confirm service restoration with end users or business.\\\\r\\\\n• Drive emergency change creation where applicable and capture Change ID details.\\\\r\\\\n• Ensure proper closure of incident in alignment with MIP/CIM guidelines.\\\\r\\\\n________________________________________\\\\r\\\\nCore Skills & Competencies\\\\r\\\\n• Strong understanding of ITIL Major Incident / Incident Management.\\\\r\\\\n• Ability to coordinate multi vendor & cross tower environments under high pressure.\\\\r\\\\n• Excellent communication skills for broadcast, stakeholder messaging, and executive escalation.\\\\r\\\\n• Strong analytical approach to validate impact, troubleshoot high severity issues, and guide technical towers.\\\\r\\\\n• Ability to run bridges assertively with control and clarity.\\\\r\\\\n• Exp

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA.
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements

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Other Requirements

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