Your role

• Availability to client during standard service hours.
• Proactive approach towards the managed area.
• Responsible for the quality of presented reports.
• Responsible for service organization.
• Responsible for service improvement and optimization.
• Taking the following Incident Process Roles.
• The Major Incident Manager is nominated by IT function to assess major incident candidates and declare major incidents according to the established criteria. Communicates, tracks and coordinates major incidents and submits a problem ticket to identify underlying cause.
• The Master Incident Manager assesses mass issues and declares master incidents according to established criteria. Communicates, tracks and coordinates master incidents and submits a problem to identify the underlying cause.
• The Support Group Manager is the IT person responsible for ensuring that staff in their area of responsibility adhere to the Incident Management SOP.
• Communication with service leaders (i.e.: Delivery Managers, Delivery Service Managers, Support Lead, Lead Developer).
• Responsible for the ongoing adaptation processes.
• Verification of the cloud technical level.
• Main escalation point for all service related issues.
• SPOC for all service issues.
• Provide monthly SLA report, with insight of the incident trends defined by Delivery Manager.