Job Description :
Responsible of Incident Management operational tasks as follows: Manage/deliver contracted SLA performance for incident management: Service desk (IMPACT process), Strategic/major incidents, and escalation management. Customer Interaction: Work with customer stake holders on all matters related to incident management e.g. Major incident review, Management escalations, Continuous Improvement plans etc. Interaction with CLIENT delivery, account service team (AST) or/ other relevant teams to ensure proper Incident Management is implemented for a given account. Work with towers to ensure efficiency of the end to end incident management process. Work with the AST to ensure alignment with account/regional priorities. Interaction with other process owners: Work with other account process owners to ensure seamless, end to end service delivery across processes e.g. Problem, Change, Configuration and Capacity Management. Day to day management and operational review of the Strategic incident manager operations. Deliver Incident Management Reporting (internal and external): Process KPI, Management reports. Own incident process documentation: Create, update, and train. Represent the incident process in any internal/external audits. Ensures the requirements for the management system/tool are defined. Provide process performance reports to management and attend reviews Reports created by reporting Team Establish and execute improvement plans as appropriate. Interaction with Regional process owner: Work to roll out the standard process in the account and feedback improvements made in the account. Communication of process changes to the appropriate organizations. Complies with Global process, procedures, policies and best practices

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