Job Description
Responsibilities
- Incident Management:
- Provide end-to-end management of all major IT incidents across MAS Technology Group on a 24x7 basis, ensuring resolution within established SLAs.
- Provide command and control throughout incident resolution processes, managing escalation protocols and maintaining clear communication channels with stakeholders including senior leadership.
- Perform quality reviews of incident tickets, analyse trends to identify potential major incidents, and spearhead improvement workstreams
- Carry out problem management activities including facilitating blameless post-mortems, identifying root causes, and tracking remediation actions through to closure
- Change Management and service Request management:
- Chair Change Advisory Board meetings, facilitate change approvals, and drive process improvements for unsuccessful chang...