• Provides direction in the management of incidents (end to end) ensuring timely resolution is achieved.
• Ensures the team follows the Standard Operation Procedures (SOP) in order to restore IT services within the defined Service Level Agreements (SLA). […]
• Serves as the point person in the coordination of critical incidents affecting the Client Business operations. […]
• Responsible for all incident management activities that occur during the shift and provides a comprehensive shift turnover report and shift recap.
• Delivery Teams and Client Global IT Management to quickly review the critical...