Incident Coordinator

Qualification:

Bachelor's degree in IT related.

At least 1 year experience.

Good Communication skills

Keen on details

Responsibilities:

• Provide leadership in the consistent execution of process tasks and quality customer service to all resources working in the process
• Facilitate continuous improvement of the Incident Management process
• Take ownership of SLA monitoring including periodic management reporting
• Assist with SLA development based on real-world experience with the execution of Operating Level Agreements (OLAs) and Underpinning Contracts (Ucs)
• Drive the creation, documentation, and improvement of procedures, guidelines, standards and templates
• Maintain and develop relationships with key stakeholders in the process
• Facilitate periodic Major Incident drills and coordinate updates to Major Incident binders
• Ensure incident records are fully updated prior to making hando...