IT Incident Manager

The Incident Manager is part of the Return to Service Team (RTS) and is responsible for end-to-end management, communication, escalation, investigation, and resolution of critical incidents. Ensuring Business and Customer updates are timely and of sufficient quality through discussions and updates as needed. The RTS team facilitates the restoration of disrupted services and ensures related operations are in line with established service standards, Service Level Agreements, procedures, and best practices. Provide follow-up actions to improve on the service quality and the avoidance of future occurrences. Performs root cause analysis, identifies trends, and coordinates solutions for known or discovered problems. The Incident Manager performs in a 24x7x365 operational response leadership role as part of the RTS Team.

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