Acting as a point of escalation for Major Incidents, managing communication between resolver teams, senior management and business stakeholders.
Coordinating and prioritising activities of resolver groups for complex Major Incident investigations.
Ensuring Incident analysis data is of high quality to prepare for Problem analysis.
Delivering Major Incident data as required by the business and regulators.
Managing the overall Problem Investigation (PBI) and Known Error (PKE) work queue, taking accountability for data quality and adherence to the process.
Liaising with Problem Coordinators to ensure swift resolution of PBIs and PKEs (aligned to KPI targets).
Pulling together problem solving groups, coordinates and facilitates discussions efficiently with relative parties to reach timely and effective solutions.
Keeping support teams up to date with key problems and known errors to ensure swift resolution to incidents with minimum impact.
Encouraging a proactive problem analysis culture across all teams, integrating trends, data and information into plans and recommendations.
Escalating any infrastructure risks or issues identified to the relevant management teams.