Major Incident Management

Description: Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations.

Responsibilities:

• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
• Remediate deviation of a process for its particular division/department/school
• 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 workload per Tier 1 Analyst
• Monitor the incidents to ensure that the Service Level Agreement are respected
• Identify, initiate, schedule and conduct incident reviews
• 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.