Provides direction in the management of incidents (end to end) ensuring timely resolution is achieved.
Ensures the team follows the Standard Operation Procedures (SOP) in order to restore IT services within the defined Service Level Agreements (SLA).
Establishes and maintains communications with key IT and business stakeholders critical in the IT operations, allowing effective information sharing and issue resolution.
Serves as the point person in the coordination of critical incidents affecting the Client Business operations.
Ensures communication is sent out to Client Global IT stakeholders, and documents the incident through the incident report.
Responsible for all incident management activities that occur during the shift and provides a comprehensive shift turnover report and shift recap. The Shift Turnover report allows Delivery Teams and Client Global IT Management to quickly review the...