• Keep technical teams informed about their Incidents’ status at agreed intervals.
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
• Assign unresolved Incidents to appropriate Tier 2 Support Group
• Provide first-line investigation and diagnosis of all Incidents and Service Requests
• Verify resolution with users and resolve Incidents in ITSM tool.
• Escalate Major Incidents to the Incident and/or Problem Manager.
• Escalate Incidents at risk of breaching Service Level Agreement to respective team leads.
• Owns all Incidents and Service Requests throughout the lifecycle.
• Identify Problems
• Escalate unresolved incidents to external support, e.g. Software and Hardware Vendors
• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
• Responsible for assigning incidents within a group or division.
• Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents.
• Determines if an incident needs to be escalated according to priority and severity of the issue.
• Ensure that Incidents assigned to their Support Groups are resolved and that service is restored.
• Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected.
• Identify Incidents for review.
• Participate in Incident review following major Incidents.
• Identify potential problems and/or increasing trend of repetitive Incidents.
• Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents.
• Escalate all process issues to the Service Delivery Manager
• Ensure the closure of all resolved and end-user confirmed Incident records.
• Provide guidance to the Incident Process Coordinators
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures are reviewed and enhanced where applicable.
• Ensure the design of the Incident process aligns with the business and industry best practices.
• Works in conjunction with Continual Service Improvement (CSI)
• Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized.
