Incident & Problem Management

• Provides direction in the management of incidents (end to end) ensuring timely resolution is achieved.
• Ensures the team follows the Standard Operation Procedures (SOP) to restore IT services within the defined Service Level Agreements (SLA).
• Establishes and maintains communications with key IT and business stakeholders critical in the IT operations, allowing effective information sharing and issue resolution.
• Serves as the point person in the coordination of critical incidents affecting the Client Business operations.
• Ensures communication is sent out to Client Global IT stakeholders and documents the incident through the incident report.
• Responsible for all incident management activities that occur during the shift and provides a comprehensive shift turnover report and shift recap. The Shift Turnover report allows ESSPI Delivery Teams and Client Global IT Management to quickly review ...