Key Responsibilities

• Respond to bridge requests via email or Teams chat, assess business impact, and mobilize the required support teams to drive issue resolution.
• Develop a deep understanding of the business and client experience to facilitate triage of incident reports, communication, and identification of work‑arounds and contingency arrangements.
• Triage incident reports to assess actual or potential client / business impact.
• Trigger the CERT Incident Management process for incidents impacting clients.
• Assess the initial impact of incidents according to the agreed Priority Matrix.
• Manage incident bridges to ensure technology responders can effectively work towards resolution while non‑technology stakeholders receive proper updates on impact, work‑arounds, status and progress.
• Communicate effectively to key stakeholders across the organization, including senior business, country, risk, and technology st...