Job Description
Asses business impact and urgency, declare Incident or trigger business continuity procedures or disaster recovery invocation scripts.
Manage the process of the service restoration or impact reduction.
Ensures that cross -SDO incidents are resolved effectively securing end-to-end Service Level Agreement and Service Management.
Identifies and takes control of unallocated incidents e.g. gray space.
Acts as escalation point for SDOs where resolution ownership is disputed.
Provides guidance and assistance to SDOs to ensure a globally consistent approach to operational processes.
Provides consistent communications in scope of the process and services.
Provides high quality reports and communications.
Ensures that customer's business interests are maintained over and above those of any specific SDO.
Cooperates with various SDOs, Incident Managers, and Regional/Global Change Managers.
Oversees the Incident Management process delivery.
Pro-actively Identify operational issues and drive resolution working directly with the client and SDOs.
Facilitates and lead operational and management oriented meetings.
Own send-to-end outage and business notifications.
Acts as SME for the Incident Management processes.
Supports the effective operation of the Incident Management Process.
Ensures that stakeholder resources are appropriately identified and coached.
Support of continuous service improvement is an pivotal element of the role.
Is aware of the service performance and supports improvements implementation.
