Work with relevant business & technology group/units to comply with the Incident and Problem Management processes and procedures, to facilitate and improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation and management reporting.
Participation in all incident resolution calls to facilitate incident determination, recovery and resolution.
Timely incident recognition, logging, assignment and resolution (or bypass / temporary resolution where permanent resolution within the allotted timeframe is not feasible) with proper documentation.
Incident progression co-ordination and monitoring of Incidents and potential areas through symptoms, trends or deviations from standards.
Escalation of critical and unresolved Incidents to appropriate levels of management.
Experience in managing complex IT initiatives in a matrix environment Technical expertise on one or more of the following disciplines is required: Open Systems, Mainframe, Storage, Network, Web/Application/Middleware services, Service Management functions, or Application Development.