Incident Manager

A. 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) in order 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 the critical events that impacted the business operations during a particular shift while the Shift Recap is to ensure continuity of the incident and problem management process from one shift to the other.

? Being responsive to clients whilst following the principles and procedures of the quality management system

? Identifies, analyzes problems and suggests improvements identified in their own area of responsibility and implementing those with a recognized business benefit

? Responsible for critical incident debriefs

? Provides detailed post incident reports

B. Change Management

? Overall responsible for ensuring consistent adherence to requirements and standards of the Change Management process

? Ensures that change records meet the policies before presentation to CAB

? Facilitates the CAB review meeting and ensures all changes are reviewed and approved before implementation

? Monitors the progress of the changes

? Ensures that all changes within Infrastructure scope are categorized appropriately, accurately assessed for Risk & Impact, and documented according to process standards

? Audits and manages the process lifecycle and reports to upper management

? Communicates pipeline of Infrastructure changes that can impact supported platform/s, and ensures that the Change status, progress and issues are communicated to the appropriate groups.

? Facilitates the approval of Emergency and Urgent changes when necessary

? Produces Weekly and Monthly reports for Change Management

? Educates the team on the Change Management process