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Incident Resolution Manager
2 weeks ago
Our team is responsible for restoring high-priority incidents within agreed Service Level Agreements (SLAs). The Key Incident Resolution Specialist plays a crucial role in ensuring incident backlogs are managed efficiently, post-incident reviews are produced, and technical bridges are hosted.
This role involves:
- Tracking progress against incident SLAs
- Maintaining accurate records of incident cases and ensuring their quality
- Managing queues and mailboxes, prioritizing based on urgency and importance
- Leading Conference/Technical Bridge calls with key stakeholders to resolve incidents
- Liaising with internal and external stakeholders to provide appropriate communication via approved systems
- Improving Standard Operating Procedures (SOPs) to support the incident process
Additional responsibilities include maintaining document management processes, coordinating reporting and communications, and producing post-incident reports.
We are seeking a dedicated individual who can contribute to our team's success by bringing expertise in:
- Effective queue management
- Incident resolution strategies
- Stakeholder engagement
- Process improvement
If you are a motivated professional looking to make a difference in incident resolution, we encourage you to apply.
