Responsible for driving, managing and coordinating the response to all critical, major and high priority incidents.
Co-ordinate rapid and effective response to Major Incidents including escalation, follow through, dissemination of workarounds, or resolution advice and closure.
Responsible for timely clear, accurate and punctual communications to internal stakeholders and customers (EMAIL and SMS).
Carry out monthly trending on ticket volumes to identify improvements and feed into Problem management.
In conjunction with key vendors, identify and drive continuous service improvement opportunities to enhance Incident Management practices.
Responsible for chairing and driving Major Incident management bridges.
Responsible for effective internal and/ or vendor escalation. Produce daily and weekly and monthly incident reporting summaries.
Quality assurance of High Priority Incident tickets within Service Now across all Major Incidents.
‘Techs To Suit' provides its client the most comprehensive and best in class solutions... to their recruiting and leadership needs right from ‘Intern to CEO’ across industry bands, hierarchies and geographies.We believe in partnering only a select number of long term clients which allows us to truly add value.
At the same time, we provide excellent opportunities for all our candidates to enhance their careers based on an understanding of their needs as far as income, career satisfaction, and career developments go. Read full description