Respond to bridge requests via email or Teams chat, assess business impact, and mobilize the required support teams to drive issue resolution.
Develop a deep understanding of the business and client experience to facilitate triage of incident reports, communication, and identification of work‑arounds and contingency arrangements.
Triage incident reports to assess actual or potential client / business impact.
Trigger the CERT Incident Management process for incidents impacting clients.
Assess the initial impact of incidents according to the agreed Priority Matrix.
Manage incident bridges to ensure technology responders can effectively work towards resolution while non‑technology stakeholders receive proper updates on impact, work‑arounds, status and progress.
Communicate effectively to key stakeholders across the organization, including senior business, country, risk, and technology st...