Pro-actively leverage tools and communication channels for potential new incidents on the riseĬonduct Major Incident debriefs with Problem Management team Manage, assess and advise on priority for major incidents between support teams and senior IT/Business Leadership Manages incident documentation and delivers quality communications throughout the organization, with particular focus on attention to detail, excellent people skills, and perseverance in a fast-paced environment Manages the triage bridge and serves as the expert for participants by providing updates, guidance, and other critical facilitation needs for complex challenges Provide direction, and create a controlled environment for swift recovery Maintains information about Known Errors and Workarounds
Manages the lifecycle of all incidents, problems and changes, with the primary objective to prevent incidents from happening, and to minimize the impact of incidents that cannot be prevented The incumbent for this position should thrive on challenge, remain calm under pressure, and think on their feet.
This includes facilitation of technical and application recovery bridges, CAB (Change Advisory Board), documenting recovery timelines, track/manage problems and communicating with all levels of leadership. The role is responsible for the execution of the Major Incident, Problem & Change Management processes.
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