Responsibilities

• Ensure incidents are escalated and facilitated to enable efficient and timely service restorations.
• Facilitate discussions and identify resulting action items; ensure the correct technical team(s) are working on an incident.
• Escalate issues during issue resolution.
• Perform initial priority assessments and mediate priority assessment disputes.
• Communicate with all levels of management regarding priority 1 and priority 2 incidents.
• Conduct regular briefings with business stakeholders on incident ticket status and service level management quality.
• Manage application production releases with Group Release and Application teams.
• Facilitate and support lessons learned reviews.
• Assist with enhancements of incident process documentation and incident reports.
• Assist in measuring and improving information and experience within incident management.
• Ensure standards, tools...