Service Manager- Incident Resolution

Key Responsibilities :

Provides leadership in major incidents impacting business critical sites, applications and services, demonstrating a strong ability to deliver while remaining calm under pressure.

Manages complex process, ensuring multiple tasks are completed in parallel and within target time.

Leverages technical expertise to convenes appropriate participants (resolvers) and to direct Major Incident response, with focus on service restoration.

Provides escalation to service teams, senior management and leaders to ensure appropriate awareness, engagement and focus.

Produces accurate and timely communications tailored to relevant audience (Senior Leaders, Stakeholders, Business and End-Users).

Identifies and leads continuous improvement activities in Command Centre Incident Resolution Team.

Leads objectiives that drives continuous improvement for overall IT Service management and ITIL Framework (e.g. Event monitoring).

Contributes to weekly Major Incident evaluation meetings.

Ensure compliance with regulatory, national, corporate and divisional laws, policies, rules and procedures.