Opportunity Description
Incident Management
- Manage the Incident Management (IM) space, ensuring timely communication and coordination, including coverage outside regular hours when required and as well weekends rotational on call duty
- Oversee and continuously improve the Incident Management process, ensuring it is well-documented, understood, and consistently followed.
- Monitor performance metrics and dashboards to identify and drive process improvements.
- Serve as the escalation point for high-impact incidents and lead Major Incident Management, including formal declaration and activation of the Major Incident Team (War Room/Virtual Command Centre).
- Coordinate resolution/recovery efforts, ensuring efficient resource use and clear stakeholder communication.
- Update and maintain accurate and detailed incident records in the ITSM tool, capturing key events, decisions, and actions.
- Manage the Problem ...
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