What will I be doing?

• Responding to a reported service incident, identifying the cause, and following the incident management processes.
• Prioritizing incidents according to their urgency and impact on the business and customers.
• Prepare knowledge articles post incidents to assist expedient resolutions.
• Coordinate and communicate effectively with the technical teams and stakeholders throughout the incident lifecycle.
• Initiate escalate process when incidents cannot be resolved within predefined timeframes or by initial response teams.
• Lead or participate in incident investigations and root cause analysis identifying underlying caused and recommending preventative measures.
• Lead and participate in the initial preparation of incident reports and root cause analysis post-mortem reports.
• Logging all incidents and resolution through clear closure categorization and conclusion to identify and capture possible recurring failures.
• Enhancing the incident management process as required to ensure continued relevance within the business.
• Communicating with management if major issues are found in the IT systems.
• Collaborating and sharing workloads with team members and prioritizing non-urgent tasks as appropriate.