Senior Manager - Service Restoration

About the job Senior Manager - Service Restoration

RESPONSIBILITIES:

Operations Management

• Focal point for incident escalations through hotlines, MS Teams channels, Team mailbox and in-person escalations
• Ensure escalations are dealt with or that an accountable owner is assigned to manage the issue
• Accountable for the management of MCIs during assigned shift. Adheres to the MCI process at all times throughout the lifecycle
• Accountable for the management of all Priority 1 and 2 incidents. Adhering to standard incident management processes at all times
• Validates MCI criteria and drives decision on impacted service, severity and accountable area with support from Service Owner and Technical Support teams
• Ensures that all documented MCI processes and work instructions are adhered to throughout the entire lifecycle of the MCI
• Accountable for meeting operations metrics