Role : Accountable for effective management of Service Support (Incident, Problem, Change Management) processes and compliance of the processes in BAU.
Functional responsibility of the Service Support team.ResponsibilitiesAccountability for audibility of the documented Incident, problem and change processDeploying the documented process, including education of process users during deploymentEnsuring improvements to the process through required service improvements plans.
Assisting in resolution of process exceptions that arise during normal day-to-day process activities as requestedMonitoring regular process measurementsAddress and analyze negative trends that impact effectiveness or efficiency of the IPC processesEnsuring appropriate issue records are opened to address negative trends that are associated with specific operational areas or functionsEnsuring ongoing education is provided to process users when requested or when circumstances indicate that education would improve process executionPerforming post-resolution incident reviews and evaluating the effectiveness of incident resolutionOrchestrate Incident Recovery by driving Incident Bridge.
Consolidating an integrated resolution plan when multiple competencies / Business Units are engagedActing as coordinator for multi Service Provider for Severity 1 Incidents / Major IncidentDetermining the impact and urgency of an incident and assigns priority.
Creates a resolution plan outlining actions to resolve and recover incident.Responsibilities to Resolve, Recover and Close.
Determines most appropriate approach to be used in resolving and recovering incident. Invokes Problem Management process where further investigation into root cause is requiredCommunicates status to client of High priority incident throughout the Incident Lifecyle, as per communication plan.