Major Incident and Escalation Manager is a part of the Global Major Incident Management & Escalation team, this person is responsible for leading Major Incidents and Escalations to recover customers´ IT services in the shortest time using all available resources.
Major Incident and Escalation Manager leads, coordinates and documents the service restoration activities by sourcing and leading the technical meetings for the Major Incidents. We communicate with the internal and external stakeholders to ensure the progress of the investigation, solving and informing actions. Together with the technical teams, we develop and implement a strategy to restore services as quickly as possible. The Global Major Incident Management & Escalation team conducts a review of each major incident once the service is restored, analyses the incident, and takes action to prevent a similar incident in the future. Furthermore, we contribute to the corrective action and continuous improvement in the overall quality of services provided to Tietoevry customers.