Provide end-to-end management of all major IT incidents across MAS Technology Group on a 24x7 basis, ensuring resolution within established SLAs.
Provide command and control throughout incident resolution processes, managing escalation protocols and maintaining clear communication channels with stakeholders including senior leadership.
Perform quality reviews of incident tickets, analyse trends to identify potential major incidents, and spearhead improvement workstreams
Carry out problem management activities including facilitating blameless post-mortems, identifying root causes, and tracking remediation actions through to closure
Change Management and service Request management:
Chair Change Advisory Board meetings, facilitate change approvals, and drive process improvements for unsuccessful changes
Manage service request management processes, including the deve...