Opportunity Description
About the job Senior Manager - Service Restoration
RESPONSIBILITIES:
Operations Management
- Focal point for incident escalations through hotlines, MS Teams channels, Team mailbox and in-person escalations
- Ensure escalations are dealt with or that an accountable owner is assigned to manage the issue
- Accountable for the management of MCIs during assigned shift. Adheres to the MCI process at all times throughout the lifecycle
- Accountable for the management of all Priority 1 and 2 incidents. Adhering to standard incident management processes at all times
- Validates MCI criteria and drives decision on impacted service, severity and accountable area with support from Service Owner and Technical Support teams
- Ensures that all documented MCI processes and work instructions are adhered to throughout the entire lifecycle of the MCI
- Accountable for meeting operations metrics
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