What success looks like in this role

• Provides dedicated support for Major Incident Management (MIM) or service coordination support within an assigned client base as described below.
• Major Incident Management
  • Provides capture support for MIM processes and engages with colleagues to coordinate service activities including:
  • Gathering information about the incident,
  • Assisting with assessing the business impact,
  • Documenting the root cause of the incident,
  • Coordinating with resolver teams, and
  • Communicating with stakeholders throughout the resolution process.
  • Contributes to the development and maintenance of MIM documentation.
  • Participates in and/or facilitates process related meetings for engagements.
• Service Coordination / Management
  • Performs routine service management duties, including:
  • Generating and distributing reports and/or providing dashboa...