Major Incident and Problem Manager

Team Purpose:
Major Incident Management (MIM) provides a 24/7 x 365 service to ensure rapid
response and service restoration for outages causing financial or reputational
impact to clients.
The Problem Management function is responsible for the identification of errors
causing incidents within clients IOT estates and the coordination of activities to
determine root cause and deploy corrective actions to eliminate errors.

Role Purpose:
The Major Incident Manager coordinates service restoration efforts and is
accountable for all communications around a major outage, working to 15 minutes
response times and 2- or 4-hour service restoration SLAs. Typically, this involves
chairing conference calls and using other modern communication tools to enable
efficient information exchange.
The Problem Manager uses a modern ITOA toolset and an ITIL-based process
approach to identify and remove errors impacting client operatio...

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