Role Accountabilities

1. Incident Management & Coordination

• Active Monitoring: Oversee the global ticket queue to ensure incidents are being handled within defined SLAs across all regions.

• Escalation Management: Proactively identify unassigned or "at-risk" tickets approaching SLA breaches; escalate with internal resolver groups and third-party vendors.

• Major Incident Communication: Create and share post-incident summary reports with business stakeholders using agreed communication channels. 

• Reporting: Generate and analyze regular incident statistics to identify trends and performance gaps.

2. Problem Management & Root Cause Analysis (RCA)

• Ticket Initiation: Automatically trigger and create Problem tickets following any Major Incident or upon identifying recurring incident patterns.

• Resolution Coordination: Lead "Post-Mortem" meetings and coordinate cross-functional efforts to ensure permanent fixes are implemented.

• Trend Analysis: Proactively review incident data to identify underlying issues before they result in service downtime.

3. Process, Governance & Documentation

• Knowledge Base maintenance: Own and keep up to date the Standard Operating Procedures (SOPs) and Knowledge Base articles.

• Methodology Support: Act as a subject matter expert on Incident and Problem management processes; provide guidance to users and resolver groups when needed.

• Continuous Improvement: Identify bottlenecks in the current ITSM workflows, processes and procedures and suggest enhancements to improve efficiency.

Key Performance Indicators (KPIs)

• MTTR (Mean Time to Resolve): Reduction in average resolution times via proactive handling of tickets queue.

• SLA Compliance: Percentage of tickets resolved within agreed-upon timeframes.

• Problem Backlog: timely closure of RCA actions and reduction in recurring incidents.

• Stakeholder Satisfaction: feedback on Incident and Problem Management processes performance.