Job Description
Key accountabilities
Develop, coordinate and promote the ITIL-based Incident process, including Major Incident handling, and continually improve to standard methodologies
Standardize and provide Incident metrics, Major Incident metrics and Critical Success Factors and perform in-depth analysis
Review the efficiency of the Incident Management process; identify service improvement areas
Manage a team of Senior Incident Management Analysts that ensure the incident management process & major incident management process are being adhered to by the Core Technology Teams & all other teams that interface with the Core Technology domain.
Direct the swift resolution of all raised incidents within acceptable timeframes by coordinating needed efforts internally (service support teams, product teams and partners) and externally (i.e. vendor)
Responsible for modifying and improving incident management procedures as necessary, with the goal of aligning the incident documentation and reporting standards to the Global Service Management strategy.
Assess business impact of incidents using sound customer facing judgement
Ensure that all incidents are logged and documented appropriately in the system of record
Coordinate all activities required to lead significant incidents in compliance with SLAs and OLAs
Responsible for ensuring the documentation & practices are well planned and agile; including live documentation utilized during an outage.
Conduct Post Incident reviews and both make and implement recommendations for process improvements to improve response time and effectiveness
Job Types: Full-time, Permanent
Schedule
8 hour shift
Shift system
