Monitor alerts for various sub-systems and react by raising incidents in the ticketing system.
Perform priority incident impact assessments, assess active or potential business impacts, set appropriate priority and escalate when needed
Assist with assembling incident resolution teams, drive incidents to closure, take charge of resolution activities.
Perform priority incident impact assessments, assess active or potential business impacts, set appropriate priority and escalate when needed.
Drive root cause analysis.
Provide timely, clear incident status communications to IT and business leadership, resolution team members and other stakeholders.
Participate in the ongoing Incident Management process improvements.
Collect and record all required incident details for input into Problem Managements root cause analysis process, management reporting metrics and follow-up major incident reviews.
Utilize ITIL knowledge to review incidents during audits to ensure Incident Management process is being adhered to.
Drive problem analysis to conclusion to determine root cause for any Severity 1 or High Impact incidents as well as for any recurring incidents.
Provide timely, clear incident status communications to IT and business leadership, resolution team members and other stakeholders.
Perform Regular NOC System Testing to ensure that systematic issues are identified and escalated for quick resolution.
Coordinate with G4S and NCR for CBQ?s ATM related activities.
Participate in the ongoing Event Management process improvements.
