Incident Management & Escalation
- Open and manage bridge calls, aligning technical teams to troubleshoot and resolve major incidents.
- Serve as the first escalation point for incidents from the Service Desk.
- Ensure timely updates and action plans are communicated to stakeholders and customers.
- Monitor incidents to ensure SLA compliance and perform escalations as per defined matrices.
Problem Management
- Manage problem management flow for major incidents and ensure proper categorization and prioritization.
- Diagnose problems and coordinate meetings with support groups to drive resolution.
- Own and manage Root Cause Analysis (RCA) activities for all major incidents.
- Drive proactive problem management, trending, and provide inputs for service enhancements.
Process Improvement & Compliance
- Implement Incident and Problem Management processes effectively.
- Guide the Service Desk team to improve incident handling processes.
- Establish continuous process improvement cycles to enhance performance, roles, procedures, and technology.
- Review efficiency and effectiveness of proactive problem management activities.
Coordination & Reporting
- Plan and coordinate all activities for monitoring, reporting, and resolving major incidents.
- Generate reports showing efficiency and effectiveness of problem management processes.
- Work closely with technical teams to understand process flows and drive bridge calls effectively.
