Key Responsibilities:

• Overseeing the TRT ISO 9000 certified incident and problem management process and working with team members involved in resolving the incident.
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to their urgency and influence on the business.
• Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
• Collaborating with the incident management team to ensure that all protocols are diligently followed.
• Logging all incidents and their resolution to see if there are recurring malfunctions.
• Adjusting the incident management process as required to ensure its effectiveness.
• Escalating to technical services manager (TSM) and Director (TSD) along to respective Client Account Management (CAM) if escalations...