Respond to the incoming alerts (system triggered, e-mail etc.)
• Record and manage all issues in Service Management System.
• Perform 1st level trouble-shooting servers and network issues.
• Escalate requests/issues to the appropriate resolver group according to SLA (Service level Agreement).
• Maintenance of technical documentation (for NOC) of processes and procedures used throughout normal operations.
• Perform initial assessment to determine if incident is a genuine Major Incident, based on priority / severity in accordance to defined impact and Urgency
• Establish Service Recovery Team o Review and co-ordinate the flow of relevant information o Ensure the appropriate communications activities are carried out o Review workarounds or permanent resolution (if any) to the incidents o Trigger Problem Management if no workarounds or resolutions are available o Activate additional resources via Line of Service (LoS) to drive resolution
• Work together with Operations Team to come up with Post Incident Report (PIR)
