Major Incident Command and Coordination: Take charge of leading and commanding bridge calls during major incidents, demonstrating exceptional control, coordination, and leadership skills. This role involves directing cross-functional teams, managing stakeholder communication effectively, and executing recovery strategies to ensure quick resolution and minimal service disruption.

Regular Incident Management: Assume regular Incident Management duties, handling and resolving day-to-day IT incidents, especially during periods without major incidents.

On-Call Duties: Participate in an on-call rotation, being readily available to manage and respond to major incidents outside of regular business hours.

Process Improvement: Actively contribute to refining major and regular incident management processes, incorporating ITIL best practices to enhance overall efficiency and effectiveness.

Post-incident reviews: Conduct comprehensive Post-Incident Reviews following major incidents to identify root causes, capture key learnings, and propose improvements.

Communication and Documentation: Manage communication during major incidents and ensure accurate and timely documentation and reporting of all incidents.

Collaboration with ITSM Team: Collaborate closely with the broader ITSM team, including Problem and Change Management, to ensure an integrated approach to incident resolution.

KPI Monitoring and Analysis: Track key performance indicators for major incidents, utilising data to drive continuous improvement in incident management processes.

Task Force Management: Structure the incident response task force, assigning specific responsibilities to team members to ensure a coordinated approach. Proactively identify tasks and delegate assignments to remove roadblocks that may hinder the incident response process.