Responsibilities

• Incident Management:
  • 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, i...