Job Description
RESPONSIBILITIES
- Direct and oversee support teams in managing incidents, alert notifications, and pages using ServiceNow
- Supervise the compilation of detailed documentation on actions, resolutions, and subsequent steps including Root Cause Analysis (RCA) in our ServiceNow knowledge base
- Standardize and update procedural documentation relevant to the support process
- Lead both proactive and reactive monitoring efforts to preemptively address issues and provide timely resolutions
- Manage comprehensive incident handling including determination, temporary solutions, root cause analysis, and permanent resolution
- Facilitate Major Incident Handling calls to ensure efficient communication and problem-solving
- Develop and curate a robust Known Error Database (KEDB)
- Champion the identification and implementation of automation enhancements and permanent solutions derived from incident metrics analysis
- Strategically escalate critical production environment...
- Direct and oversee support teams in managing incidents, alert notifications, and pages using ServiceNow
- Supervise the compilation of detailed documentation on actions, resolutions, and subsequent steps including Root Cause Analysis (RCA) in our ServiceNow knowledge base
- Standardize and update procedural documentation relevant to the support process
- Lead both proactive and reactive monitoring efforts to preemptively address issues and provide timely resolutions
- Manage comprehensive incident handling including determination, temporary solutions, root cause analysis, and permanent resolution
- Facilitate Major Incident Handling calls to ensure efficient communication and problem-solving
- Develop and curate a robust Known Error Database (KEDB)
- Champion the identification and implementation of automation enhancements and permanent solutions derived from incident metrics analysis
- Strategically escalate critical production environment...
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