Experience: Provide Incident Management skills across the ticketing estate. Work with suppliers and other teams to ensure ownership, monitoring and reporting of any incidents that may occur. This role is required to perform urgent COVID-19 recovery update responsibilities and manage incidents in the Ticketing estate during this period. This will have the positive effect of ensuring the delivery team is freed from the need to run the incident resolution process.
Conduct post-resolution review of priority incidents. Work with 3rd party suppliers to progress resolution of identified incidents. Chairing the incident and problem review meetings. Following defined escalation path when needed, as defined in the escalation policy. Notifying the participants in the Incident Management process when standards and procedures are not being followed, suggesting and documenting improvements to the existing processes where they are noted. Rerouting misdirected incidents that have not been handled in a timely manner. Identifying incidents which need special attention or escalation. Managing major incidents. Establish robust incident management processes for the ticketing estate