Manage all aspect of the incident and problem management including, but not limited to, day-to-day operations, tools, manpower and financials. This would include defining policies and procedure for Incident and Problem management, as well as continuously refine the operating model.
Lead the continuous refinement and improvement of monitoring tools and processes to improve detection of leading events, provide accurate real-time visibility to the impact of the disruption, and visibility of potential causes to facilitate rapid restoration of impacted service.
Lead the continuous refinement and improvement of service recovery procedures and tools.
Actively participate on activities which reduce the risk of reoccurring incidents such as problem management forums.
Provide leadership in the event of a major incident by ensuring correct activation of support resources to perform troubleshooting and execution of reco...