• Accepts escalation of major incidents from the Incident Manager

• Performs major incidents escalation evaluations and manages escalation activities.

• Understands the business impact of the escalation.

• Ensures all communications regarding escalations are planned and orderly, timely and accurate.

• Coordinates the creation of Major Incident Teams.

• Leads the Major Incident Team and is responsible for ensuring the team members have the adequate skills needed to respond and resolve the escalation.

• Conducts checkpoint escalation status review meetings.

• Conducts post major incident reviews and closes escalation after customer approval.

• Uses post major incident review results to develop and document follow-up action plans.

• Ensures the action plans are completed in a timely manner.

• Provides data on escalation history and manages requests for information regarding escalations.

• Ensures that Emergency Requests for Change required as part of escalation are documented.

• Schedules and facilitates escalation meetings and phone conferences.

Contact Details
Lawkesh Singh
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973-598-3992