Job Description

Overview

Triage and analyze the major incident using the known triage data gathered, support documentation, and define procedures. Facilitate, manage, and document the Incident throughout the lifecycle of the Incident. Proactively lead and drive outages to quick service restoration; provide support and leadership for all events, especially high priority incidents.

How You Will Make An Impact

  • Obtain and document all relevant triage information for the major incident/escalation via an Incident ticket.
  • Investigate, identify, and document, in conjunction with the responsible technical team, cause for the Incident.
  • Drive communication in the SEV bridge and also communicate with the business, working with service owners to choose appropriate channels of communication.
  • Collaborate with customer on ITSM Problem Management team in identifying opportunities for service improvement result...

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