● Identifying incidents via email, telephone, Teams, alert consoles, etc. ● Setting up and leading Incident Technical Bridge calls. ● Coordinating multiple technical and functional teams. ● Ensuring incident management tools are updated throughout investigations. ● Issuing minutes and action items from discussions. ● Tracking and updating action lists, including following up on delayed actions. ● Coordinating with support teams to ensure timely resolution. ● Engaging with Local/Global Change Management for any "Fix for Fail" changes related to incidents and driving them to completion. ● Issuing communications/notifications for impacted services. ● Applying agreed criteria for incident prioritization, escalating to Internal Operation Managers when incidents increase in impact or priority.
● Identifying incidents via email, telephone, Teams, alert consoles, etc. ● Setting up Technical Bridge calls. ● Engaging Support Team Leads as required. ● Tracking actions and ownership from calls, issuing minutes accordingly. ● Keeping incident management tools updated during investigations. ● Providing draft Critical Incident Reports for review and finalization by Internal Operation Managers. ● Attending Post-Incident Review calls and contributing to improvement actions. ● Supporting Problem Management in Root Cause Analysis activities (e.g., 5 Why sessions). ● Ensuring Problem Tickets are created for critical incidents impacting critical services. ● Issuing communications/notifications related to critical incidents, tailored for both technical and executive non-technical audiences.
Job Type: Full-time
Work Location: In person