Job Description
Overview
The Incident Escalation Manager oversees the Manager on Duty (MOD) team that manages the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services. The main goals are to follow incident management protocols and restore provided IT services to normal operation as quickly as possible. This role requires a solid understanding of customer systems, processes, and terminology to be able to convey the business impact of an outage and set appropriate incident priority when engaging IT support teams. The Incident Escalation Manager will also be responsible for partnering with Change Management for advanced planning of major systems maintenance to ensure effective and timely communication to business operations. This manager role will drive Problem Management that includes root cause analysis, and cross-functional team collaboration.
Responsibilities
Qualifications
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