- Manage the incident lifecycle, including detection, logging, classification, prioritization, investigation, resolution, and closure of incidents.
- Coordinate with IT teams and service desk to ensure timely resolution of incidents and minimize downtime.
- Escalate incidents as necessary according to established escalation processes.
- Communicate incident status, impact, and resolution progress to stakeholders, including users and management.
- Conduct post-incident reviews to identify root causes and ensure continuous improvement in incident management processes.
- Maintain and update the incident management process documentation and ensure compliance with ITIL or other relevant frameworks.
- Develop and deliver training on incident management processes and tools to IT staff.
- Collaborate with Problem and Change Managers to ensure seamless coordination between incident, problem, and change management processes.