Your key accountabilities are:

• Be the first line of defense during critical incidents, effectively coordinating the response and resolution process.
• Manage the end-to-end incident response process, from initial identification to resolution and post-incident review.
• Monitor incidents as they flow through to ensure they are valid and are also getting the necessary and timely attention from capable resources.
• Coordinate with various teams to facilitate incident resolution, ensuring agreed SLAs are delivered upon. Form effective working relationship with team leaders to allow transparency and prompt movement
• Improve techniques and document practices for managing, troubleshooting, prioritization and resolution.
• Lead major/severe incidents to drive them to prompt completion, ensuring customers/stakeholders are communicated throughout.
• Root Cause Analysis / post-incident reviews will need to be carried out compiling information from relevant teams and presenting back to customers and or are senior management.
• Report out on metrics for high priority incidents, with a target goal to reduce volume and increase meant time to resolution.
• Appropriately escalate problems to management, with information that facilitates decision making.
• Monitor and analyze incident trends to identify areas for improvement and implement proactive measures.