Responsibilities

• 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...