Role & responsibilities

Roles & Responsibilities

• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the IM process
• Remediate deviation of a process
• Responsible for communicating with the Incident Process Owner
• Point of contact for all Major Incidents
• Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
• Represent the first stage of escalation for Incidents
• Monitor the incidents to ensure that the Service Level Agreement is respected
• Identify, initiate, schedule and conduct incident reviews
• Create Incident & RCA Report and share with stakeholders
• Ensure the closure of all resolved and end-user confirmed Incident records
• Provide guidance to the Incident Process Coordinators
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

Preferred candidate profile

Perks and benefits