Description

The Incident/Problem Manager is responsible for the command and control of significant incidents, ensuring that restoration of service is achieved as quickly as possible. In addition Incident managers join customer bridges to provide updates and act as liaison between the customer and the internal incident bridge, while communicating to both internal and external stakeholders.

Role and Responsibilities:

Tracking of activities to resolve business impact

Facilitation of and participation in incident bridges to ensure effective incident handling and resolution

Participation in customer bridges

Coordination with SRE, Care, Dev, etc to determine business impact and mitigation actions.

Maintenance of incident tickets to ensure data quality

Conduct follow ups in conjunction with SRE teams to determine root cause, mitigation, monitoring capabilities, etc

Execution of the enterprise Inc...