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