Job Summary: 

• Represent the first stage of escalation for all incidents.
• Act as the point of contact for all incidents that occur during the shift.
• Prioritize and diagnose incidents according to agreed procedures.
• Communicate with the owners of services involved in an incident.
• Investigate the causes of incidents and seek a resolution.
• Facilitate recovery following the resolution of incidents.
• Document and close resolved incidents according to agreed procedures.
• Analyze metrics and reports on the performance of the incident management process.
• Monitor incidents to ensure that the Service Level Agreement is respected.
• Identify, initiate, schedule, and conduct incident reviews.
• Ensure the closure of all resolved and end-user confirmed incident records.

Skills on Resume: 

• Incident Diagnosis (Hard Skills)
• Service Communication (Soft Skills)
• Root Cause Analysis (Hard Skills)
• Recovery Facilitation (Soft Skills)
• Incident Documentation (Hard Skills)
• SLA Monitoring (Hard Skills)
• Incident Review (Soft Skills)
• Report Analysis (Hard Skills)

Job Summary: 

• Execute the Incident Management process and policies across the organization, ensuring they are consistently followed.
• Coordinate internal and external communications during and after incidents.
• Document post-incident reflections and actions.
• Evaluate and report on overall incident trends, identifying areas for improvement.
• Meet with engineering leaders to define and track critical success metrics, and report regularly to engineering leadership.
• Work with application owners to establish SLAs and identify and track recurring issues.
• Work with application owners to document standardized playbooks for handling common incident scenarios.
• Collaborate closely with Site Reliability Engineers to monitor and report on service availability.
• Design alerting and monitoring dashboards for the Travel and Expense Platform in collaboration with Site Reliability Engineers.
• Evaluate incident trends and implement systemic fixes to address root causes.

Skills on Resume: 

• Incident Management (Hard Skills)
• Communication Skills (Soft Skills)
• Incident Documentation (Hard Skills)
• Trend Evaluation (Hard Skills)
• Metric Tracking (Hard Skills)
• SLA Management (Hard Skills)
• Playbook Development (Hard Skills)
• SRE Collaboration (Soft Skills)

Job Summary: 

• Oversee the incident management process and coordinate resources to work toward incident resolution.
• Respond to, triage, and prioritize incidents while ensuring pertinent information is gathered.
• Manage people, processes, and resources in a matrix structure, including third-party vendors.
• Collaborate with incident stakeholders and resolving teams to ensure the right people are involved in the incident or kept informed.
• Work with stakeholders to decide when a major incident is resolved and ensure incident data is gathered and recorded for RCA.
• Maintain and produce Standard Operating Procedures related to the Major Incident process.
• Ensure the Major Incident dashboard is updated and data remains consistent.
• Prepare reviews, metrics, and reports for consumption by different teams at various levels.
• Identify opportunities for continuous improvement of the Major Incident process.

Skills on Resume: 

• Incident Management (Hard Skills)
• Incident Triage (Hard Skills)
• Resource Management (Hard Skills)
• Stakeholder Collaboration (Soft Skills)
• Root Cause Analysis (Hard Skills)
• SOP Maintenance (Hard Skills)
• Dashboard Management (Hard Skills)
• Process Improvement (Soft Skills)

Job Summary: 

• Coordinate the process and team members involved in resolving the incident.
• Respond to reported service incidents, identify the cause, and initiate the process.
• Prioritize incidents according to their vitality and influence on the business.
• Produce documents that outline incident protocols, such as handling cybersecurity threats or addressing server failures.
• Collaborate with team members to ensure that all protocols are diligently followed.
• Log all incidents and their resolutions to identify recurring malfunctions.
• Adjust the incident management process to ensure its effectiveness.
• Present major issues in the IT system to upper management.
• Own the incident team by re-assigning workloads and re-scheduling non-urgent tasks.

Skills on Resume: 

• Incident Coordination (Hard Skills)
• Incident Response (Hard Skills)
• Incident Prioritization (Hard Skills)
• Protocol Documentation (Hard Skills)
• Team Collaboration (Soft Skills)
• Incident Logging (Hard Skills)
• Process Adjustment (Soft Skills)
• Issue Reporting (Hard Skills)

Job Summary: 

• Detect incidents by monitoring tools and setting up alerts to be the first to identify an issue.
• Cultivate a deep understanding of both business and technical KPIs, and proactively analyze data to detect potential issues.
• Coordinate proactively around early signs of an issue to prevent incidents before they happen.
• Help coordinate with the right team or person and work towards a resolution together.
• Coordinate with customer-facing teams to determine outbound communication strategy during major incidents.
• Organize and drive postmortem meetings with involved teams after incidents to identify root causes, mitigative actions, and long-term solutions.
• Communicate timely and appropriately with leadership, operational teams, and other internal stakeholders, providing facts and timelines during incidents.
• Share learnings from incidents with relevant teams and internal stakeholders.
• Continuously improve the incident reporting process and tooling.

Skills on Resume: 

• Incident Detection (Hard Skills)
• KPI Analysis (Hard Skills)
• Issue Prevention (Soft Skills)
• Team Coordination (Soft Skills)
• Communication Strategy (Soft Skills)
• Postmortem Facilitation (Soft Skills)
• Stakeholder Communication (Soft Skills)
• Process Improvement (Hard Skills)

Job Summary: 

• Define and embed a culture of best-practice incident management across Tech and Business Operations teams.
• Work with teams to ensure incidents are managed smoothly and in adherence to process and SLAs.
• Provide clear and up-to-date communications to customers and stakeholders both during and after incidents.
• Manage major incidents by establishing communication channels for stakeholders and resolution teams.
• Coordinate tech teams, vendors, and internal stakeholders to minimize impact on customers, internal staff, and revenue.
• Conduct Post-Incident Reviews to identify root causes and improvement opportunities, and produce Post-Incident Reports.
• Work outside the core remit to contribute to the overall success of Operations.
• Demonstrate leadership by coaching teams through ambiguity and navigating opportunities for improvement.
• Operate effectively in a fast-paced 24/7 environment alongside a team of technology professionals.

Skills on Resume: 

• Incident Culture (Soft Skills)
• SLA Adherence (Hard Skills)
• Customer Communication (Soft Skills)
• Major Incident Management (Hard Skills)
• Cross-Team Coordination (Soft Skills)
• Post-Incident Review (Hard Skills)
• Team Leadership (Soft Skills)
• Operational Resilience (Soft Skills)

Job Summary: 

• Set up IT support systems so end users can utilize systems with minimal issues.
• Monitor the effectiveness of the incident management process and make recommendations for improvement.
• Develop and implement the incident management process.
• Analyze incident trends and recommend corrective actions.
• Engage and coordinate technical resources across IT support teams.
• Ensure the incident management process is followed.
• Perform notifications and escalations within prescribed service level agreements (SLAs).
• Ensure incident reports include adequate notes for later review and analysis.
• Ensure follow-up change tickets are submitted and scheduled.
• Ensure incident tickets contain the most current information and corrective actions.
• Provide input to problem management teams during root cause investigations.

Skills on Resume: 

• IT Support Systems (Hard Skills)
• Process Monitoring (Hard Skills)
• Process Development (Hard Skills)
• Trend Analysis (Hard Skills)
• Resource Coordination (Soft Skills)
• SLA Management (Hard Skills)
• Incident Documentation (Hard Skills)
• Problem Management Support (Hard Skills)

Job Summary: 

• Take ownership of technical incidents from discovery to closure.
• Respond to reported service incidents, identify the cause, and initiate the incident management process.
• Prioritize incidents according to their urgency and influence on the business.
• Collaborate with the incident management team to ensure that all protocols are diligently followed.
• Log all incidents and their resolutions to identify recurring malfunctions.
• Adjust the incident management process to ensure its effectiveness.
• Communicate with upper management if major issues are found in the IT system.
• Work with the technical team to define processes and policies for disaster recovery and disaster recovery drills.
• Implement ITIL processes and policies for both internal and customer-facing platforms.

Skills on Resume: 

• Incident Ownership (Hard Skills)
• Incident Response (Hard Skills)
• Incident Prioritization (Hard Skills)
• Team Collaboration (Soft Skills)
• Incident Logging (Hard Skills)
• Process Improvement (Soft Skills)
• Issue Escalation (Soft Skills)
• Disaster Recovery (Hard Skills)

Job Summary: 

• Lead the Incident team during a major technology incident.
• Act with a bias toward action, focus on minimizing business impact, and communicate clearly across all teams and levels in the organization.
• Respond to major technology incidents with a sense of urgency.
• Orchestrate activities that restore service to systems, including triage, impact assessment, and facilitation of decision-making.
• Utilize incident and alert management tools for effective execution and communication during an incident.
• Leverage all available resources to understand system failures and business impact.
• Escalate to appropriate team members and leaders.
• Coach team members and leaders in incident management skills.
• Lead post-incident activities such as root cause analysis and post-incident report write-ups.
• Identify stability trends and escalate them through the post-incident process.
• Communicate with speed and clarity through various communication channels.

Skills on Resume: 

• Incident Leadership (Soft Skills)
• Business Communication (Soft Skills)
• Urgent Response (Hard Skills)
• Service Restoration (Hard Skills)
• Tool Utilization (Hard Skills)
• Resource Analysis (Hard Skills)
• Team Coaching (Soft Skills)
• Post-Incident Review (Hard Skills)

Job Summary: 

• Monitor, report, and analyze the quality of problem handling, including compliance with agreements on individual problems and process and procedure design.
• Propose mitigations and improvements.
• Facilitate process improvement plans, both customer-specific and generic.
• Provide feedback to improvement plan owners and action holders.
• Support and manage special procedures (e.g., P1, Complaint procedure, etc.).
• Take responsibility for escalating exceptions.
• Monitor SLA compliance.
• Escalate exceptions to respective roles.
• Act as the operational SPOC and SME for Incident Management.
• Maintain and support the customer process implementation.
• Provide SLR comments or voice-overs on SLR data.
• Handle escalations in the progress of tickets and decide on the next steps.

Skills on Resume: 

• Problem Analysis (Hard Skills)
• Process Improvement (Soft Skills)
• Feedback Delivery (Soft Skills)
• Procedure Management (Hard Skills)
• Exception Escalation (Soft Skills)
• SLA Compliance (Hard Skills)
• Incident SME (Hard Skills)
• Escalation Handling (Soft Skills)

Job Summary: 

• Ensure the incident management process is followed by all support staff.
• Work closely with other process owners to represent the incident management process.
• Act as the incident coordinator in the event of a major incident.
• Own the incident and major incident management process, ensuring it is continually improved.
• Be responsible for communications during a major incident.
• Compile and distribute Major Incident Reports post-incident.
• Work closely with problem and knowledge management to ensure follow-up actions from major incidents are progressed.
• Liaise with technical teams to identify issues and progress resolutions.
• Record out-of-hours incident calls for discussion at monthly meetings.
• Assist with the production of management information.
• Contribute to the Service Improvement Program.
• Create, update, and maintain process documentation.
• Take responsibility for long-standing incidents and progress them to resolution.
• Ensure call queues are monitored and actions taken to prevent SLA breaches.
• Pursue activities actively to reduce incident resolution times and the incident backlog demonstrably.

Skills on Resume: 

• Process Compliance (Hard Skills)
• Process Representation (Soft Skills)
• Incident Coordination (Hard Skills)
• Process Ownership (Hard Skills)
• Incident Communication (Soft Skills)
• Report Compilation (Hard Skills)
• Resolution Liaison (Soft Skills)
• Service Improvement (Soft Skills)

Job Summary: 

• Manage problem and change management coordinator role.
• Oversee the coordination of regularly scheduled reviews of problems and changes.
• Manage the review, assignment, and classifications of problem cases.
• Engage actively with operations teams and engineers, and manage the involvement of application development and other areas in the change and problem management process.
• Create and review incident and problem management reports and identify action plans to improve Key Performance Indicators.
• Ensure proper usage of problem and change management systems and processes.
• Perform quality assurance on all completed problem investigations and change management records.
• Conduct problem management and change management meetings.
• Define reporting requirements needed in the management of the change and problem management processes.
• Review problem and change processes, identify trends, and recommend improvements.
• Recommend resolutions and improvements to mitigate risk and prevent the replication of problems across systems.

Skills on Resume: 

• Change Management (Hard Skills)
• Problem Coordination (Hard Skills)
• Case Classification (Hard Skills)
• Team Engagement (Soft Skills)
• Report Analysis (Hard Skills)
• Quality Assurance (Hard Skills)
• Process Review (Soft Skills)
• Risk Mitigation (Hard Skills)

Job Summary: 

• Own and oversee the incident management process for all incidents through to completion.
• Drive resolution of global incidents through coordination with internal teams, vendors, partners, and subject matter experts.
• Be available 24/7 on call to facilitate quick and responsive Incident Management support to domestic and foreign markets.
• Facilitate the restoration of service and functions, ensuring the correct technical staff are engaged and working on the incident within defined SLA requirements.
• Provide seamless escalation and clear communications to internal and external stakeholders during the life of an incident.
• Moderate post-incident review meetings to discuss root cause analysis, customer impact, lessons learned, and action items, and facilitate lessons learned and reviews in conjunction with relevant teams.
• Work with both internal and external stakeholders to improve integration and automation of current Incident Management processes through the Atlassian suite of products.
• Assist the Release Management team in scheduling and communicating maintenance and product deployments by utilizing knowledge.
• Manage ad hoc requests for emergency releases, configuration changes, and patches as part of the request fulfillment process.

Skills on Resume: 

• Incident Ownership (Hard Skills)
• Global Coordination (Soft Skills)
• On-Call Support (Hard Skills)
• Service Restoration (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Post-Incident Review (Hard Skills)
• Process Automation (Hard Skills)
• Release Support (Hard Skills)

Job Summary: 

• Drive the day-to-day diagnostic actions based on available data and present results to Customers, Operational Leads, and Delivery Management.
• Act as the link between Service Delivery and Operations.
• Ensure KPI targets are fulfilled.
• Manage escalations effectively.
• Drive continual improvement in cooperation with internal and external stakeholders by analyzing data, addressing process challenges, and suggesting corrective and preventive actions.
• Coordinate the implementation of improvements related to the health of the Incident Management process.
• Ensure data quality for accurate reporting.
• Update or create new process documentation.
• Provide process guidance to technical teams and report potential process gaps.
• Participate in Incident Management audits.

Skills on Resume: 

• Diagnostic Analysis (Hard Skills)
• Service Link (Soft Skills)
• KPI Management (Hard Skills)
• Escalation Handling (Soft Skills)
• Continual Improvement (Soft Skills)
• Process Coordination (Hard Skills)
• Data Quality (Hard Skills)
• Process Guidance (Soft Skills)

Job Summary: 

• Assess incidents for the platform from operations.
• Triage incidents by evaluating team bandwidth and urgency, prioritizing tasks to suit team capacity, and tracking completion status from inception to resolution.
• Assess service requests sent to the Platform team from operations.
• Act as the interface between the Platform and Operations teams for incidents.
• Act as the interface to work streams for service requests.
• Gather daily updates from the Platform team on work in progress.
• Maintain the RAID log for the Platform team.
• Update the weekly status report with inputs from CI/CD, Operations, Platform team, Security, and Environment Manager.
• Send end-of-day status emails regarding high-priority incidents.
• Create reports on KPIs and SLAs for the weekly status report.
• Gather and analyze cost reports for the weekly status report.

Skills on Resume: 

• Incident Triage (Hard Skills)
• Task Prioritization (Soft Skills)
• Status Tracking (Hard Skills)
• Team Coordination (Soft Skills)
• Report Writing (Hard Skills)
• Data Analysis (Hard Skills)
• Communication (Soft Skills)
• Stakeholder Management (Soft Skills)

Job Summary: 

• Review incident records and drive required improvements to mitigate the risk of recurrence.
• Proactively identify problems, analyze, and recommend Service Improvement Plans with possible solutions obtained from technical teams for the department or business unit.
• Perform incident trend analysis and provide input for potential problem sources.
• Prevent the replication of problems across multiple systems.
• Review the efficiency and effectiveness of the incident control process.
• Monitor the effectiveness of the incident management process and make recommendations for improvements.
• Maintain an inventory of incidents under analysis and track their current progress and status.
• Follow up on issues and progress with technicians and engineers.
• Escalate cases to vendors.
• Produce Incident Management reports and management information.
• Coordinate major incidents (war rooms) and meetings in line with agreed processes.

Skills on Resume: 

• Incident Review (Hard Skills)
• Risk Mitigation (Soft Skills)
• Problem Identification (Hard Skills)
• Service Improvement (Soft Skills)
• Trend Analysis (Hard Skills)
• Process Monitoring (Hard Skills)
• Vendor Escalation (Soft Skills)
• Incident Coordination (Soft Skills)

Job Summary: 

• Monitor support channels as the first line for incident reports.
• Ensure all incidents are identified, triaged, and resolved within set resolution targets.
• Monitor alert channels and logs.
• Maintain well-documented tracking of incidents for future analysis.
• Provide well-researched and structured incident reports to on-call engineers for resolution.
• Assist in QA of incident fixes and regular product releases.
• Maintain fluid and timely communication between Customer Support, Product, and Engineering teams.
• Write post-incident reports after critical incidents and share root cause analysis and recommendations for improvement with appropriate stakeholders.
• Develop dashboards and reports to provide insight into incident frequency.

Skills on Resume: 

• Incident Monitoring (Hard Skills)
• Incident Triage (Hard Skills)
• Log Monitoring (Hard Skills)
• Incident Tracking (Hard Skills)
• Incident Reporting (Hard Skills)
• Quality Assurance (Hard Skills)
• Cross-Team Communication (Soft Skills)
• Root Cause Analysis (Hard Skills)

Job Summary: 

• Manage all assigned Major Incidents (MI) to resolution within SLA targets.
• Conduct business impact assessments quickly for each MI, set the priority, and decide how the incident will be managed.
• Take accountability for notifications, escalations, and communications to customer operations and senior management on the existence and status of outages and services at risk.
• Contribute to the Post Incident Review (PIR) process by reviewing major incidents, documenting RCAs and lessons learned promptly, and ensuring actions are identified.
• Develop ITSM toolsets with a clear vision of how tools should support MI process activities.
• Drive a knowledge management culture by ensuring teams contribute to knowledge management activities.
• Support the Problem Management process and team with post-incident activities.
• Propose process improvements proactively based on feedback gathered from major stakeholders and team members.

Skills on Resume: 

• Incident Management (Hard Skills)
• Impact Assessment (Hard Skills)
• Incident Prioritization (Hard Skills)
• Escalation Handling (Soft Skills)
• Incident Review (Hard Skills)
• ITSM Tools (Hard Skills)
• Knowledge Sharing (Soft Skills)
• Process Improvement (Soft Skills)

Job Summary: 

• Lead Incident Management processes.
• Manage major outage incident resolution calls, after-action and root cause analysis calls, and other meetings.
• Coordinate investigation and resolution of major outage incidents and recurring issues.
• Identify the technical lead for the application and operations teams during an incident call, document the names and role titles in the ticket, and share information with all participants.
• Support other ITSM process managers.
• Support associated processes, including monitoring, reporting, and escalation parameters and procedures to minimize breaches of agreed Service Level Management levels.
• Support the development and delivery of documentation, education, and training programs
• Review or create training documentation for these processes that is user-friendly, detailed, and precise.
• Conduct training with staff to raise awareness and improve consistency of ITSM support processes.

Skills on Resume: 

• Incident Management (Hard Skills)
• Outage Resolution (Hard Skills)
• Issue Coordination (Soft Skills)
• Role Documentation (Hard Skills)
• ITSM Support (Hard Skills)
• Service Monitoring (Hard Skills)
• Process Training (Soft Skills)
• Staff Education (Soft Skills)

Job Summary: 

• Maintain the incident management processes.
• Act as the incident owner and provide leadership during major incidents.
• Ensure escalation management for all major incidents aligns with customer experience and expectations throughout the incident lifecycle.
• Act as the point of contact and escalation for customers, service managers, and account management teams.
• Ensure compliance with incident management processes to enable effective incident management, tracking, escalation, and timely resolution of all customer issues.
• Influence strategies to ensure that targeted restoration metrics for all products and services are met.
• Assess impact and progress during major incidents to ensure appropriate remediation activities and resourcing are applied.
• Enhance, develop, and amend department strategies and objectives to align with corporate goals and direction.
• Actively manage, monitor, and drive the resolution of tickets breaching SLA.
• Ensure alignment with ITILv3 and other industry best practices and methodologies.
• Guide Incident Management to all support staff and assist in their training and knowledge development.
• Establish and maintain management reporting on incidents and escalations.

Skills on Resume: 

• Incident Management (Hard Skills)
• Incident Leadership (Soft Skills)
• Escalation Management (Soft Skills)
• Customer Liaison (Soft Skills)
• Process Compliance (Hard Skills)
• Restoration Strategy (Hard Skills)
• Impact Assessment (Hard Skills)
• Strategy Development (Soft Skills)

Job Summary: 

• Enhance documentation and processes for on-call, downtime, and incident process workflows.
• Play an active role in technical calls to troubleshoot complex issues, manage escalations, and provide support for various applications and infrastructure teams.
• Proactively identify and drive solutions for system issues before their occurrence by monitoring trends from multiple SRE systems.
• Participate in off-hour on-call support rotation.
• Help maintain an accurate CMDB for in-scope systems.
• Recommend, develop, and report daily, weekly, and monthly Service Level Agreements and other Key Performance Indicators.
• Work creatively and analytically to remove tool roadblocks and identify and manage risks.
• Monitor data and process hygiene, and report on key process indicators with recommendations for improvement.
• Develop and maintain reporting templates, standards, and procedures.
• Support day-to-day operational work in managing ServiceNow CMDB data.
• Design dashboards and communicate trends to leadership.
• Run postmortems and drive issue resolution through to closure.

Skills on Resume: 

• Process Documentation (Hard Skills)
• Technical Troubleshooting (Hard Skills)
• System Monitoring (Hard Skills)
• On-Call Support (Hard Skills)
• CMDB Management (Hard Skills)
• SLA Reporting (Hard Skills)
• Risk Management (Soft Skills)
• Postmortem Analysis (Hard Skills)

Job Summary: 

• Understand complex technical problems and effectively communicate business-impacting issues and triage status to executive leadership and stakeholder groups.
• Define and mature incident management processes, best practices, and the function itself by identifying and documenting process breakdowns that exacerbated or caused the impact.
• Perform Incident Management functions as prescribed by the Incident Management Team within the standard operating practices and processes of the ITIL service operation framework.
• Partner with internal and external teams on operational issues.
• Dispatch on-call engineers, facilitate communication, and drive resolution to events via standard operating procedures.
• Maintain service level agreements, track escalations, and manage key performance indicators.
• Work effectively with peers through team participation and cohesiveness to create a positive team environment.
• Perform quality assurance activities to ensure accuracy in peers’ work.
• Identify and develop solutions to problems within tools, processes, and partnerships.
• Execute and coordinate complex project assignments that may directly impact the team and partnerships.
• Maintain a thorough working understanding of the product technical support infrastructure.
• Consume relevant team and business updates on time and apply them to execution in the role.

Skills on Resume: 

• Problem Communication (Soft Skills)
• Process Improvement (Hard Skills)
• Incident Management (Hard Skills)
• Team Collaboration (Soft Skills)
• On-Call Dispatch (Hard Skills)
• SLA Management (Hard Skills)
• Quality Assurance (Hard Skills)
• Project Coordination (Soft Skills)

Job Summary: 

• Triage new incidents as they occur and recommend a severity status based on BUPA’s current risk appetite.
• Personally manage and own the progression of the most severe incidents through to the remediation stage.
• Manage higher severity incidents within BUPA’s 1st line of defence (1LOD) Incident Management process and oversee lower severity incidents managed by Functional Business Areas.
• Provide expert guidance and subject matter knowledge of the Incident Process to stakeholders at all levels.
• Monitor the progression of incidents, proactively intervening to ensure timely closure.
• Report accurately to internal stakeholders, including Executives, on the status of incidents from inception to closure.
• Establish a continuous improvement cycle to enhance process performance, activities, policies, and procedures through learning and experience.
• Partner with stakeholders in the Functional Business Units, IT, Data, and Actuarial teams to understand emerging risks and issues and ensure appropriate mitigation.
• Contribute to BUPA’s remediation standards and remediation framework.
• Ensure lessons are formally embedded into BUPA’s policies, processes, and procedures.
• Embed the risk framework and Training and Competence (T&C) scheme fully.
• Support other members of the Incident Management & Remediation Team during periods of lower activity.

Skills on Resume: 

• Incident Triage (Hard Skills)
• Incident Ownership (Soft Skills)
• Severity Management (Hard Skills)
• Process Guidance (Soft Skills)
• Incident Monitoring (Hard Skills)
• Incident Reporting (Hard Skills)
• Continuous Improvement (Soft Skills)
• Risk Mitigation (Soft Skills)

Job Summary: 

• Lead and co-ordinate the response to high-priority incidents.
• Lead user, service management, and technical support communications during high-priority incidents.
• Monitor and improve the performance and consistency of response for handling all incidents.
• Continuously improve incident management processes and provide constructive feedback and guidance to technical support and service management teams.
• Chair service review meetings with key suppliers to monitor and improve performance through action plans, performance against contractual and service level obligations.
• Attend service desk, tech bar, and technical support group meetings to learn about current issues.
• Leverage, improve, or champion incident management processes for more effective and consistent incident responses.
• Collaborate with the Problem Manager to identify incident trends and prioritize initiatives to be carried forward under problem management.
• Take part in a 24x7 on-call rotation for full-cycle incident response (mitigation, correction, prevention).
• Provide rapid, concise, and accurate incident summaries to appropriate communications channels.

Skills on Resume: 

• Incident Response (Hard Skills)
• Crisis Communication (Soft Skills)
• Performance Monitoring (Hard Skills)
• Process Improvement (Soft Skills)
• Supplier Management (Soft Skills)
• Issue Awareness (Soft Skills)
• Trend Analysis (Hard Skills)
• On-Call Support (Hard Skills)

Job Summary: 

• Contribute to the definition, creation, implementation, execution, and continual improvement of operational processes for IT services, environments, and facilities.
• Act as an expert and focal coordination point within the Information Technology Services (ITS) department and across organizational boundaries for Bank-wide requirements.
• Establish, implement, and enforce the Critical/Major Incident Management discipline and associated standards and processes for IT.
• Ensure all IT teams comply with Incident Management standards and processes.
• Create an environment of continuous process improvement and ensure all incidents are recorded, assessed, evaluated, and resolved.
• Facilitate technical and application recovery bridges (conference calls), document recovery timelines, and communicate with all levels of leadership.
• Provide focus, direction, and create a control environment for quick recovery during critical incidents.
• Be the central individual on bridges for updates, guidance, questions, and facilitation needs.
• Assess priorities for major incidents in collaboration with support teams and senior IT/Business leadership.
• Ensure all required participants are engaged during incident bridges.
• Maintain situational awareness by utilizing tools and communication channels to monitor potential new incidents when not managing a critical incident.
• Assist with post-incident and problem analysis and follow up on action items.

Skills on Resume: 

• Process Management (Hard Skills)
• IT Coordination (Soft Skills)
• Incident Standards (Hard Skills)
• Compliance Enforcement (Hard Skills)
• Continuous Improvement (Soft Skills)
• Recovery Facilitation (Hard Skills)
• Crisis Leadership (Soft Skills)
• Post-Incident Analysis (Hard Skills)

Job Summary: 

• Ensure that critical incidents are managed effectively and professionally, restoring normal service quickly, efficiently, and with minimal customer impact.
• Determine and mobilize the appropriate resources and competency levels required for initial triage.
• Coordinate resources and activities during outages and customer-affected events through to service restoration.
• Explain complex situations clearly to both technical and non-technical audiences.
• Work with operations and IT teams to perform incident root cause analysis.
• Assist in developing and documenting actions to ensure problem resolution, corrective action, and preventive measures, and record resolutions.
• Proactively ensure the highest levels of systems and infrastructure availability.
• Perform daily system monitoring by verifying the integrity and availability of systems and key processes, reviewing logs, and verifying the completion of scheduled jobs.
• Define KPIs and metrics for business processes along with methods for measurement and monitoring.
• Collate feedback on process performance.
• Measure and monitor process effectiveness to ensure consistent value delivery.
• Monitor and test application performance for potential bottlenecks, identify solutions, and collaborate with developers to implement fixes.

Skills on Resume: 

• Incident Management (Hard Skills)
• Resource Mobilization (Soft Skills)
• Outage Coordination (Soft Skills)
• Clear Communication (Soft Skills)
• Root Cause Analysis (Hard Skills)
• Problem Resolution (Hard Skills)
• System Monitoring (Hard Skills)
• Performance Measurement (Hard Skills)

Job Summary: 

• Govern the incident management process end-to-end in a multi-provider environment with internal and external service delivery teams.
• Design processes to ensure issues are resolved as quickly as possible and routed to the appropriate resolver correctly the first time.
• Use common terminology and standards for incident classification and priority levels across providers.
• Optimize the process for transferring incidents between internal and external service providers to avoid unnecessary delays in overall incident resolution.
• Track and report progress for all major incidents.
• Ensure the process integrates effectively and efficiently with other existing business and IT processes.
• Oversee efforts to build organizational understanding of the process, including its purpose, outcomes, expected impact, rationale, and need.
• Develop, implement, and monitor metrics for process effectiveness and efficiency, ensuring smooth integration across stakeholders at process, people, and tool levels.
• Continuously analyze the process to identify gaps and implement solutions to close them.
• Evaluate and address financial, cultural, technological, organizational, and people issues that may arise as a result of proposed process changes.
• Foster productive partnerships with internal service delivery teams and MSPs to ensure adherence to the incident management process and alignment with Ascension’s expectations.
• Report and present results, findings, and actionable recommendations to senior leadership.
• Maintain a broad understanding of technologies utilized in Ascension Technologies’ environment, including infrastructure and applications.
• Mentor, define, and coordinate day-to-day responsibilities for junior staff reporting to this function.

Skills on Resume: 

• Process Governance (Hard Skills)
• Process Design (Hard Skills)
• Incident Classification (Hard Skills)
• Process Optimization (Hard Skills)
• Incident Tracking (Hard Skills)
• Process Integration (Hard Skills)
• Metrics Monitoring (Hard Skills)
• Stakeholder Partnership (Soft Skills)

Job Summary: 

• Ensure proportionate processes exist for the effective management of customer complaints and incidents.
• Support the business in achieving regulatory inspections by prioritizing and focusing on risk.
• Perform managerial duties including 1-2-1s, absence reviews, probation reviews, and managing team holiday and sickness.
• Support the wider Risk and Governance team in raising awareness of activities to deliver objectives.
• Analyze current risks and trends and identify potential risks through Datix, ensuring appropriate escalation.
• Ensure BDC adheres to both the Bupa Incident Policy and Complaint Policy, maintaining robust incident and complaint management activity.
• Take ownership of incidents and complaints affecting BDC, driving forward action to remediate them in a timely and cost-effective manner.
• Review incidents raised with a severity level of 3, 4, and 5 to ensure they contain the relevant facts, that the grading is appropriate, and engage with relevant SMEs.
• Identify the key impacts of incidents and complaints on both customers and Bupa UK (specifically BDC).
• Liaise with key stakeholders inside and outside of BDC where incidents and complaints require it, including the second line of defence, auditors, regulators, or third parties.
• Communicate effectively and professionally with third-party organizations on complaint handling, including ombudsman, NHSE, solicitors, GDC, and DCS.
• Assist BDC Practices, Labs, Clinics, and support functions in devising appropriate solutions to risks and control gaps identified through deep-dive activity.
• Lead regular and ad-hoc reporting and provide insight on all aspects of incidents and customer complaints, including trends, causes, resolution outcomes, and timeframes.
• Ensure that customer issues are resolved fairly, consistently, and promptly.

Skills on Resume: 

• Complaint Management (Hard Skills)
• Risk Prioritization (Hard Skills)
• Team Leadership (Soft Skills)
• Risk Analysis (Hard Skills)
• Policy Compliance (Hard Skills)
• Incident Ownership (Soft Skills)
• Stakeholder Engagement (Soft Skills)
• Reporting Insight (Hard Skills)

Job Summary: 

• Serve as a Major Incident Lead to drive the efficiency and effectiveness of critical incident bridge calls, including notifications and engagement of relevant resources.
• Control conference bridges, focusing teams on service restoration to maintain service level availability or performance targets.
• Share major incident duties with NOC Engineers during outages to expedite initial troubleshooting tasks and escalations.
• Provide executive communications for major incidents to ensure clear and timely updates to client success teams and internal stakeholders.
• Work with Problem Management on root cause identification and assist with the composition of client Root Cause Analysis statements.
• Draft monthly outage reports for an executive audience to reflect MTTA, MTTR, Availability, and Performance Level trends.
• Assist Product Support departments in investigating and resolving customer-reported performance issues.
• Create or contribute to documentation and playbooks for team standard operating procedures or knowledge base articles.
• Attend Change Advisory Board meetings to stay aware of and review upcoming updates or changes in the environment.
• Work, track, and document activities through the internal ticketing system, and resolve tickets while meeting operational level standards and key performance metrics.
• Actively monitor and resolve real-time system conditions using department SOPs to minimize availability loss and performance degradation.
• Adhere to Information Technology department policies and procedures to ensure all incident and event tasks are handled in a compliant manner and meet KPI standards.
• Contribute to reporting or operational tasks to address incidents, service requests, or project deliverables.

Skills on Resume: 

• Incident Leadership (Soft Skills)
• Bridge Management (Hard Skills)
• Troubleshooting Support (Hard Skills)
• Executive Communication (Soft Skills)
• Root Cause Analysis (Hard Skills)
• Outage Reporting (Hard Skills)
• Customer Support (Soft Skills)
• Documentation Management (Hard Skills)

Job Summary: 

• Proactively solve risk using strong, consistent, and concise cross-team communications.
• Coordinate and track production issues and resolution status.
• Facilitate root cause analysis and develop mitigation plans for new production issues.
• Drive the team to resolve issues.
• Facilitate issue resolution with key stakeholder groups, including production support, product, engineering, quality assurance, implementation, and operations teams.
• Own and maintain the production issue management process to support robust tracking and reporting needs.
• Provide weekly reports on production issue status and trends.
• Communicate issues, root causes, mitigations, progress, next steps, and dependencies clearly and concisely to internal and external customers.
• Create clear and easy-to-understand documentation about issues.
• Facilitate the creation of runbooks and standard operating procedures to address recurring issues.
• Develop strategies in conjunction with product and implementation teams to eliminate recurring production issues.
• Build and maintain deep knowledge of the Vibrent Research Platform.
• Coordinate with other project managers to identify schedule, resource, and scope dependencies.
• Manage resources to ensure that work items are completed within delivery timeframes, defined scope, and integrated with other dependent projects.

Skills on Resume: 

• Risk Mitigation (Soft Skills)
• Issue Tracking (Hard Skills)
• Root Cause Analysis (Hard Skills)
• Issue Resolution (Soft Skills)
• Stakeholder Facilitation (Soft Skills)
• Process Ownership (Hard Skills)
• Status Reporting (Hard Skills)
• Runbook Development (Hard Skills)

Job Summary: 

• Manage varying levels and priorities of incidents, up to and including major cybersecurity incidents.
• Provide excellent incident response (IR) capability to the business, aligning with industry best practice IR models.
• Delegate key tasks to several departments through the incident, including service/operational and technical teams, comms and Press Office, Legal and Regulatory team, DPO, and third-party suppliers.
• Respond to and identify threats reported through various business channels (SOC, IT, Networks, CTI, LEAs/Government, users, etc.).
• Conduct log analysis and forensic investigation.
• Manage the overall business response, including containing the event, removing it, and the recovery phases.
• Complete post-incident reviews, detailing root cause, recommendations, and areas for improvement to feed into the continual improvement lifecycle.
• Provide interim and full incident reports in accordance with defined SLAs.
• When not responding to reported events, proactively search for and identify threats, taking prompt action to prevent IT security incidents from occurring.
• Assist key stakeholders in IT and Networks with cyber threat intelligence.
• Remain current with the latest attack TTPs and threats, including APTs and e-crime threat actors.

Skills on Resume: 

• Cybersecurity Incident Management (Hard Skills)
• Incident Response (Hard Skills)
• Task Delegation (Soft Skills)
• Threat Detection (Hard Skills)
• Forensic Analysis (Hard Skills)
• Business Recovery (Hard Skills)
• Post-Incident Review (Hard Skills)
• Threat Intelligence (Hard Skills)

Job Summary: 

• Manage the process to restore normal service operation as quickly as possible to minimize the impact on business operations.
• Plan and coordinate all the activities required to perform, monitor, and report on the process.
• Act as the point of contact for all major incidents.
• Collaborate with teams to resolve service impediments impacting service performance.
• Ensure the closure of all resolved and end-user confirmed incident records.
• Implement the Incident Management process effectively and carry out the respective reporting procedures.
• Represent the second stage of escalation for technical incidents requiring the engineering team to resolve.
• Monitor incidents to ensure that Service Level Agreements are respected.
• Identify, initiate, schedule, and conduct incident reviews.
• Ensure the closure of all resolved and end-user confirmed incident records.
• Establish continuous process improvement cycles where process performance, activities, roles and responsibilities, policies, procedures, and supporting technology are reviewed and enhanced.
• Collaborate closely with internal and external service providers to define and understand Service Level Agreements (SLAs) and operational support models.
• Provide meaningful reporting to track service delivery and identify areas for improvement.

Skills on Resume: 

• Service Restoration (Hard Skills)
• Process Coordination (Hard Skills)
• Incident Ownership (Soft Skills)
• Team Collaboration (Soft Skills)
• Incident Closure (Hard Skills)
• Escalation Management (Soft Skills)
• SLA Monitoring (Hard Skills)
• Process Improvement (Soft Skills)

Job Summary: 

• Ensure flawless execution of the incident resolution process with transparent communication that drives very high levels of internal and external customer satisfaction.
• Create, communicate, and execute incident response strategies and actions for individual security incidents.
• Manage resources assigned to the incident and ensure proper support is provided to drive resolution as quickly as possible.
• Escalate, prioritize, communicate, and coordinate high-severity incidents while ensuring adherence to the company’s incident response process.
• Represent Security as the initial single point of contact for any confirmed or potential high-severity incidents and ensure interested parties and executives are alerted via the internal executive-facing chatter group.
• Address incoming escalations from executives regarding incidents.
• Ensure adherence to all agreed operational policies and procedures, while championing the incident response process.
• Drive the incident response process from detection through containment and eradication.
• Lead coordination with internal stakeholders through the resolution of incidents.
• Partner and collaborate closely with Infrastructure, Engineering, Operations, Technical Support, Customer Success, and Sales Leadership to ensure alignment across the business.
• Lead cross-functional post-incident process reviews to ensure continuous improvement of operations and execution.
• Contribute to the improvement of the incident response process based on lessons learned.
• Train and mentor staff on the incident response process.

Skills on Resume: 

• Incident Resolution (Hard Skills)
• Response Strategy (Hard Skills)
• Resource Management (Soft Skills)
• Escalation Handling (Soft Skills)
• Security Contact (Soft Skills)
• Policy Compliance (Hard Skills)
• Stakeholder Coordination (Soft Skills)
• Staff Training (Soft Skills)

Job Summary: 

• Create and execute Incident Management processes, policies, and procedures successfully.
• Ensure adherence to Incident Management processes.
• Champion and promote the benefits of Incident Management and IT Service Management processes.
• Perform pre- and post-Incident Advisory Board (IAB) activities, such as agenda preparation and distribution, reviewing incidents on the agenda for accuracy and completeness, approving IAB changes, and sending communications after the meeting.
• Provide leadership in driving decisions and ensuring appropriate participation in impact assessments of incidents.
• Be available during non-business hours to support major incidents.
• Define and agree on Incident Management Key Performance Indicators (KPI's).
• Ensure continuous process improvement is implemented and aligned with business objectives.
• Drive incident troubleshooting with a methodical, data-driven approach.
• Understand the full stack of the customer and internal-facing systems, including factory systems.
• Coordinate across teams to address identified risks after service restoration.

Skills on Resume: 

• Process Management (Hard Skills)
• Policy Compliance (Hard Skills)
• Process Promotion (Soft Skills)
• Advisory Activities (Hard Skills)
• Decision Leadership (Soft Skills)
• Incident Support (Soft Skills)
• KPI Management (Hard Skills)
• Troubleshooting (Hard Skills)

Job Summary: 

• Ensure the established Incident policies and procedures are performed as documented, and monitor and report on any non-compliance issues as well as successes.
• Act as the escalation point for qualifying high-impact incidents.
• Facilitate Incident Calls to restore failed IT Services as quickly as possible, using defined escalation paths.
• Ensure thorough documentation of events, including timelines and documenting outcomes.
• Audit Incident classifications accurately for categorization, prioritization, and related configurations.
• Associate Incidents with other records (i.e., Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.).
• Handle Incident status reporting to affected parties timely and accurate manner, leveraging all communications technologies.
• Verify resolution with the customer and resolve Incidents in the ITSM tool.
• Identify, initiate, schedule, and conduct incident reviews to identify potential problems and/or increasing trend of repetitive Incidents.
• Initiate and manage Problem records through the Problem Management lifecycle.
• Create Knowledge Article documentation with repeatable procedures.
• Support the goals of Incident Service Levels.
• Implement the processes of Incident Management and Problem Management effectively and carry out the respective reporting procedures.

Skills on Resume: 

• Policy Compliance (Hard Skills)
• Escalation Handling (Soft Skills)
• Incident Facilitation (Soft Skills)
• Event Documentation (Hard Skills)
• Incident Classification (Hard Skills)
• Record Association (Hard Skills)
• Status Reporting (Hard Skills)
• Problem Management (Hard Skills)

Job Summary: 

• Provide in and out-of-hours support as part of a 24/7/365 Incident Management team.
• Lead internal and supplier teams to drive the resolution of P1 and P2 incidents as quickly as possible, minimizing customer business impact in accordance with SLAs.
• Lead internal and external communications during major incidents.
• Support B2B and Operational teams in prioritizing and triaging open incidents.
• Launch or join conference bridges with customer, internal, and supplier stakeholders to drive resolution and provide reassurance during major incidents.
• Prepare and publish clear and technically accurate Major Incident Reports and Metrics.
• Conduct major incident reviews, ensuring corrective actions and root causes are circulated to key stakeholders.
• Work closely with the Lead Incident Manager to develop strategies for Incident Management.
• Review and analyze frequently logged tickets, making recommendations to support or project teams for improving procedures and resolving ongoing problems.
• Operate, develop, and maintain ITIL alignment in Incident, Major Incident, and Problem Management.
• Cross-train the team and assist in new starter training.
• Manage third-party clients and vendors.
• Manage and maintain knowledge base documentation.
• Maintain performance reporting.
• Support operational efficiencies that minimize service costs while driving service excellence.
• Support the transition and delivery of new clients and services.

Skills on Resume: 

• Incident Support (Hard Skills)
• Incident Resolution (Hard Skills)
• Crisis Communication (Soft Skills)
• Incident Triage (Hard Skills)
• Bridge Facilitation (Soft Skills)
• Incident Reporting (Hard Skills)
• Incident Review (Hard Skills)
• Vendor Management (Soft Skills)

Job Summary: 

• Communicate and facilitate identification, handling, and status reporting, offering solution options and alternatives, and changing the implementation of various critical incidents and problems that have been reactively or proactively identified in the IT environment, effectively bringing them to resolution and closure.
• Understand service levels, determine the criticality of incidents, ensure incidents are addressed within agreed SLAs by the service owners, and take follow-up actions until incidents are resolved.
• Initiate and lead incident management calls with various stakeholders, providing progress updates via relevant channels until active critical incidents are resolved.
• Ensure the correct resources are working on the resolution of major incidents appropriate to their severity, and identify when escalation is required, triggering such escalation accordingly.
• Work closely with service owners to deliver a clear, concise picture of incidents and the short-term remediation applied, while making recommendations on long-term solutions.
• Document root cause analysis, business cases, solution strategies, incident and problem tracking, processes, and knowledge articles associated with implementing fixes and solutions to existing or predicted IT incidents and problems.
• Build and maintain an intermediate level of understanding of the industry, business, internal processes, and products, applying this knowledge to incidents as they are reported to determine next steps and make recommendations.
• Lead support shifts and manage and mentor Incident Analysts to help them effectively perform their job.
• Work with Support Knowledge Managers to build and maintain the team's knowledge database.
• Facilitate routine root cause analysis and problem review meetings, providing recommendations to service owners to improve service availability.

Skills on Resume: 

• Incident Communication (Soft Skills)
• SLA Management (Hard Skills)
• Incident Facilitation (Soft Skills)
• Escalation Handling (Soft Skills)
• Remediation Planning (Hard Skills)
• Root Cause Documentation (Hard Skills)
• Industry Knowledge (Hard Skills)
• Team Mentoring (Soft Skills)

Job Summary: 

• Manage and coordinate Security (Cyber and Physical), Resilience, and CRISIS incidents, overseeing all aspects of the incident management and response process, and driving the incident to conclusion with lessons learned.
• Act as the point of contact to lead incidents managed by the Group Chief Security Office, including communication with technical and non-technical teams and executive-level stakeholders.
• Lead and facilitate incident calls, issue status updates, and other communications, and provide key stakeholder management, including interpretation and presentation of various topics to senior audiences.
• Form incident response plans with specific actions, roles, and deadlines, and ensure these are completed.
• Maintain and update all administration, incident tracking, and reports.
• Write comprehensive incident reports for a variety of technical and non-technical audiences.
• Define and support process, playbook, and methodology improvements, and provide support during audits and other documentation requirements.
• Monitor intelligence sources to maintain situational awareness.
• Stay up to date with changing processes, technologies, and legislative requirements.
• Assist with correlating incidents, identifying trends, and addressing systemic issues in respective controls.
• Facilitate and support lessons learned and process improvement through post-incident reviews (PIRs).
• Manage and lead the Security Incident Management Team, taking full responsibility for its performance and effectiveness.

Skills on Resume: 

• Crisis Management (Hard Skills)
• Incident Leadership (Soft Skills)
• Stakeholder Communication (Soft Skills)
• Response Planning (Hard Skills)
• Incident Reporting (Hard Skills)
• Process Improvement (Hard Skills)
• Situational Awareness (Hard Skills)
• Team Management (Soft Skills)

Job Summary: 

• Drive incident management methodology.
• Take end-to-end responsibility for the management, communication, escalation, investigation, and resolution of incidents, ensuring customer updates are timely and of sufficient quality, and arranging discussions and updates on demand.
• Work with various internal and external technology partners to ensure timely service restoration.
• Employ strong facilitation and leadership skills, ensuring that responding team members execute required actions under pressure.
• Issue periodic updates to the incident response team and stakeholders, and keep the incident document accurate and up to date.
• Act as the incident escalation focal point during service outage events, identifying and resolving conflicts and bottlenecks.
• Create action plans with named actions and deadlines, and be accountable for the delivery of that plan.
• Ensure that all modes of communication are effectively used throughout the incident life cycle.
• Update the status page or post updates to other channels as the situation evolves.
• Translate technical information into an appropriate language for customer communications.
• Document post-incident recovery steps to establish root cause, aid in process improvements, identify deviations, and enable creation of Knowledge Base content.
• Work with relevant stakeholders to ensure that formal RCA documents are published within agreed SLAs.
• Analyze trends in incident and problem reports proactively to assist in eliminating recurring incidents.

Skills on Resume: 

• Incident Management (Hard Skills)
• Service Restoration (Hard Skills)
• Facilitation Leadership (Soft Skills)
• Incident Escalation (Soft Skills)
• Action Planning (Hard Skills)
• Communication Management (Soft Skills)
• Customer Communication (Soft Skills)
• Root Cause Analysis (Hard Skills)

Job Summary: 

• Work as an Incident Manager within the Site Reliability Organization, taking ownership of process and service issues and collaborating with internal and external support parties to ensure affected services are restored to normal operations as quickly as possible.
• Provide incident management training for technical support teams.
• Maintain incident logs and process incident reports for review with upper management, delivering consolidated production incident metrics to leadership along with resolution rates.
• Manage end-to-end communication during incidents, participate in escalations, investigations, and resolution of incidents, ensure business and customer updates are timely and of sufficient quality, and arrange discussions and updates on demand.
• Act as the incident escalation focal point and champion for customers and partners, ensuring services provide customer value and a positive end-user experience while resolving issues and identifying bottlenecks.
• Manage IT service availability metrics, ensure service trends are raised as problem tickets, and actively participate in the problem management process to reduce help calls, tickets, and global service-impacting events.
• Create agreed action plans with named actions and deadlines, remaining accountable for the delivery of those plans.
• Document post-incident recovery steps to establish root cause, support process improvements, identify deviations, and enable knowledge base creation.
• Drive, develop, and manage the major incident process and associated procedures and systems.
• Act as an evangelist for the Incident Management process.
• Participate in a "follow the sun" on-call rotation, including one weekend in every four-week cycle.
• Develop and maintain a skills matrix for agreed critical systems to support incident situations.

Skills on Resume: 

• Incident Ownership (Soft Skills)
• Incident Training (Soft Skills)
• Incident Reporting (Hard Skills)
• Communication Management (Soft Skills)
• Escalation Handling (Soft Skills)
• Service Metrics (Hard Skills)
• Action Planning (Hard Skills)
• Process Improvement (Hard Skills)

Job Summary: 

• Review and analyze information security incidents to identify those that pose significant risk to the Citigroup franchise and its affiliates, escalating them in accordance with Citigroup policy and procedures.
• Provide technical subject matter expertise to mitigate risk for impacted parties throughout an incident.
• Work with internal and external constituents to minimize risks associated with IS incidents by convening appropriate Subject Matter Experts, assisting investigations, and ensuring all relevant facts are properly communicated and reflected in the SIM Application.
• Review reported incident details to determine whether they constitute an IS Incident and verify the accuracy of the reported severity level.
• Track follow-up documentation related to IS incidents, including Root Cause Analyses (RCAs), Lessons Learned, and SIRT Remediation Plans, throughout the incident lifecycle until closure.
• Ensure SIRT metrics are available to senior management at the business and corporate levels.
• Oversee the quality, availability, and integrity of the data in the Security Incident Management Application.
• Identify streamlining opportunities.
• Work with B2B teams to identify tasks that can be transitioned from project to support.
• Drive new procedures, identify and implement streamlining opportunities.
• Collaborate with PPMs and PMs to identify tasks that can be transitioned from the project to support.
• Manage credits and penalties with clients and suppliers.

Skills on Resume: 

• Incident Analysis (Hard Skills)
• Risk Mitigation (Hard Skills)
• Investigation Support (Soft Skills)
• Severity Verification (Hard Skills)
• Incident Tracking (Hard Skills)
• Metrics Reporting (Hard Skills)
• Data Integrity (Hard Skills)
• Process Streamlining (Soft Skills)

Job Summary: 

• Manage major and significant incidents that affect the customer’s network or service, ensuring relevant actions are taken to restore or stabilize the service as quickly as possible.
• Provide clear, concise, and timely communication to customers and internal stakeholders throughout the lifecycle of the incident, managing expectations, issues, or concerns effectively.
• Act as the point of contact for key individuals and departments within the customer and internal organization in relation to service management.
• Own escalations, requests, or queries, ensuring appropriate action is taken to manage or resolve them.
• Ensure continuity in the management of ongoing incidents or events, maintaining awareness of current risks and issues that may gain high visibility or attention within the customer or internal organization.
• Maintain a constant high-level awareness of key KPIs and service performance while on shift, working with offshore teams to ensure that key changes are understood and relevant corrective actions are in place.
• Create the initial incident report post-service restoration or incident closure.
• Capture all actions, observations, and learnings, and request and track any immediate relevant follow-up activities within the appropriate system or process.
• Create or update process documentation to reflect changes in handling customer escalations or queries, highlighting significant gaps or changes to the RTO Manager.
• Contribute actively to the development and improvement of the service across all aspects of delivery, including ways of working, work stack management, customer interface, third-party engagement, delivery unit performance, and automation.
• Maintain and drive a self-managed competence baseline, identifying development and learning requirements in line with the customer network and service evolution and strategy, while sharing knowledge and experience openly with formal and virtual team members.
• Cover the role of recovery lead on demand, including responsibilities requiring key security clearance.

Skills on Resume: 

• Incident Management (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Customer Liaison (Soft Skills)
• Escalation Handling (Soft Skills)
• Risk Awareness (Hard Skills)
• KPI Monitoring (Hard Skills)
• Incident Reporting (Hard Skills)
• Process Improvement (Soft Skills)

Job Summary: 

• Suggest and implement an Incident Management solution.
• Document Incident Management policies, processes, and procedures that support business requirements.
• Verify that the NOC correctly identifies and classifies incidents to the appropriate severity level and handles them according to the agreed-upon Incident response procedures.
• Monitor notification processes to ensure that designated personnel are notified of all Severity 0, 1, and 2 incidents within agreed timeframes.
• Monitor Incident Management processes to ensure that escalated incidents are routed to the appropriate next-level service group, complying with service level response times.
• Monitor the resolution of escalated incidents with all Tier 2 and Tier 3 support teams to ensure that incidents are resolved according to SLAs.
• Coordinate major incident closure, initiate a phone conference bridge, and document all actions taken to resolve the incident.
• Monitor incident resolution progress through to final closure, and record or update the incident record status.
• Monitor and report on Incident Management processes to ensure that Incident and Problem Management are working together to determine when problem investigations should be opened to address an incident or series of incidents.
• Monitor the ongoing status of an incident and corresponding problem records to ensure that they are being addressed and resolved.
• Participate in Problem Management review sessions.
• Stay on top of resolution processes and initiatives, and provide timely updates.
• Monitor change and release management processes to ensure that all appropriate authorizations have been obtained before performing system change activities that might require a planned system outage.
• Develop appropriate communications for distribution to third-party partners regarding upcoming planned outages.
• Perform audits and inspections of the Incident Management records and processes to verify ongoing compliance, accuracy, and completeness.
• Analyze incident trends, create reports that depict the outcome of that analysis, and recommend corrective actions.
• Dispatch incident reports within the timeframe specified in the relevant SLAs.
• Develop and use metrics (Key Performance Indicators) to validate success and identify improvements in problem management methods and procedures.
• Drive root cause analysis and corrective action completion to help eliminate disruption of services and improve day-to-day operations of the organization by using validated problem analysis methodology and tracking all elements of the RCA to closure.

Skills on Resume: 

• Solution Implementation (Hard Skills)
• Process Documentation (Hard Skills)
• Incident Classification (Hard Skills)
• Notification Monitoring (Hard Skills)
• Escalation Management (Soft Skills)
• Incident Resolution (Hard Skills)
• Incident Reporting (Hard Skills)
• Root Cause Analysis (Hard Skills)

Job Summary: 

• Serve as Incident Commander or Communications Lead for major systems incidents.
• Attend daily operations meetings and provide key performance metrics, notable items from the previous day on the Watch, and a summary of tickets classified as high priority.
• Provide input, recommendations, and assistance to program leadership regarding operations, tasking, risks, issues, and assignments.
• Provide feedback to team leadership to improve existing solutions and processes to better meet customer needs.
• Provide technical leadership to a team of 20+ Watch Administrators.
• Develop solutions to technical problems and issues requiring deep technical knowledge.
• Participate in the on-call rotation of Incident Commanders alongside Operations Lead Engineers in a global follow-the-sun support model.
• Lead outage response across the operations team, engaging other teams, vendors, and suppliers to resolve incidents.
• Lead and participate in incident postmortems, making recommendations to prevent future incidents based on gathered data.
• Work with operations teams, service owners, and customer teams to plan and implement service and application upgrades.

Skills on Resume: 

• Incident Command (Soft Skills)
• Operations Reporting (Hard Skills)
• Risk Management (Soft Skills)
• Process Improvement (Soft Skills)
• Technical Leadership (Soft Skills)
• Problem Solving (Hard Skills)
• Outage Response (Hard Skills)
• Postmortem Analysis (Hard Skills)

Job Summary: 

• Manage the day-to-day operations of the cybersecurity incident response queue, including addressing incoming escalations from executives.
• Review incidents to ensure assigned resources provide proper support for driving resolution as quickly as possible and adhere to established incident response processes.
• Ensure alignment and sound execution of the incident resolution process with transparent communication to stakeholders and senior leadership.
• Collaborate with counterparts in other regions under the follow-the-sun model to ensure all incidents are worked appropriately.
• Participate in post-incident process reviews to ensure continuous improvement of operations and contribute to enhancing the incident response process based on lessons learned.
• Analyze brand-related escalations and incidents, identify policy and process gaps, and develop solutions with the Business team for international marketplaces.
• Lead and support teams in responding to, investigating, managing, and resolving high-impact brand-related incidents and escalations involving product authenticity (counterfeit, trademark, copyright).
• Take a leading role in drafting and presenting brand-related deep-dive documents, including responses to senior executives and time-sensitive PR/legal issues.
• Drive the resolution of projects designed to improve operational and process efficiency.
• Access and analyze data extensively while collaborating with cross-functional and external teams.
• Exercise high-level judgment in own complex enforcement decisions in ambiguous situations.

Skills on Resume: 

• Incident Queue Management (Hard Skills)
• Incident Resolution (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Global Collaboration (Soft Skills)
• Process Improvement (Soft Skills)
• Brand Incident Management (Hard Skills)
• Executive Reporting (Soft Skills)
• Data Analysis (Hard Skills)

Job Summary: 

• Steer teams of specialists responsible for identifying and mitigating threats to the customer order experience.
• Develop goals and objectives for teams of Incident Managers and specialists tasked with complex, high-judgment decisions.
• Analyze emerging trends to improve processes, products, and services across these teams.
• Conduct learning needs assessments, identify requirements, and design training curriculum and course content based on organizational needs.
• Plan instructional strategies such as lectures, demonstrations, interactive exercises, and web-based courses to improve team performance and development.
• Manage the indexing, cataloguing, storage, and access of organizational knowledge.
• Develop a strong understanding of business operations and the IT organization.
• Build a solid knowledge of the application and infrastructure components supporting business units.
• Establish capabilities to resolve incidents and restore service as rapidly as possible, driving all activities related to issue resolution.
• Identify trends in monitored IT systems that could impact business operations.
• Coordinate as a member of the core incident response team with Privacy, Compliance Investigations, Corporate Security, and other stakeholders.
• Serve as a centralized point of communication and provide appropriate briefings to executive staff and other stakeholders.

Skills on Resume: 

• Threat Mitigation (Hard Skills)
• Team Leadership (Soft Skills)
• Trend Analysis (Hard Skills)
• Training Development (Hard Skills)
• Knowledge Management (Hard Skills)
• Business Understanding (Hard Skills)
• Incident Resolution (Hard Skills)
• Executive Communication (Soft Skills)

Job Summary: 

• Manage and oversee incidents to ensure they are logged, diagnosed, resolved, and communicated within required Service Level targets while minimizing impact.
• Identify service impacts from system interruptions quickly and act as a key point of contact and communicator for all high-priority incidents.
• Ensure communications delivered to internal and external stakeholders are meaningful and accurate.
• Identify, recommend, document, and deliver process improvements for incident management.
• Proactively manage end-to-end post-incident reviews (PIR), including documentation and the management of recommendations and permanent corrective actions.
• Coordinate regular maintenance windows, ensuring quality, timeliness, and clear communication of maintenance activities to stakeholders.
• Drive a culture that emphasizes team collaboration, customer-centricity, continuous improvement, and innovation.
• Act as a central force in driving service restoration when issues occur.
• Learn the technology systems that support different businesses, providing insights into the operations and deepening technical knowledge.

Skills on Resume: 

• Incident Oversight (Hard Skills)
• Impact Assessment (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Process Improvement (Soft Skills)
• Post-Incident Review (Hard Skills)
• Maintenance Coordination (Hard Skills)
• Team Collaboration (Soft Skills)
• Service Restoration (Hard Skills)

Job Summary: 

• Monitor compliance with ITIL processes, specifically incident management for BAU and project deliveries.
• Control the gathering of process metrics and documentation for production support.
• Act as the interface between service users and service delivery for correct approval, prioritization, and resolution.
• Conduct, investigate, escalate, and resolve incidents while supporting problem management.
• Assist the team in reviewing processes and redesigning procedures on an ongoing basis to improve efficiency, and socialize changes across implementation teams.
• Represent at appropriate governance forums with technical teams and business stakeholders.
• Manage and mobilize technical resources to deliver these activities.
• Enhance data and analytical capabilities by mining incident data to identify operational improvement areas and suggest process improvements.
• Support effective change management by ensuring IT changes are understood and that change processes are followed.

Skills on Resume: 

• ITIL Compliance (Hard Skills)
• Process Documentation (Hard Skills)
• User Interface (Soft Skills)
• Incident Resolution (Hard Skills)
• Process Improvement (Soft Skills)
• Governance Representation (Soft Skills)
• Resource Management (Soft Skills)
• Data Analysis (Hard Skills)

Job Summary: 

• Ensure Incident Management service levels are achieved or escalated in due time.
• Act as the focal point for the customer Incident Management process, including participation in and leadership of task forces for high and/or escalated incidents.
• Perform trend analysis on incidents and propose new problems.
• Monitor the effectiveness of the customer Incident Management process and make recommendations for improvement.
• Produce and validate contractual Incident Management reporting.
• Be on-site at the customer location several days a week, working directly with customer counterparts and team members.
• Educate, share, and create customer-relevant knowledge for the Service Desk, including onboarding of new employees.
• Act as the country process owner for incident management regarding systems, training for operational departments, and local processes.
• Coordinate and ensure the creation of technical and customer impact analyses.
• Ensure management and technical escalation and follow up on escalations.
• Cooperate with internal and external departments to provide problem direction to operational teams and continuously communicate problem status through the incident notification procedure.

Skills on Resume: 

• SLA Management (Hard Skills)
• Incident Leadership (Soft Skills)
• Trend Analysis (Hard Skills)
• Process Improvement (Soft Skills)
• Incident Reporting (Hard Skills)
• Customer Engagement (Soft Skills)
• Knowledge Sharing (Soft Skills)
• Escalation Management (Soft Skills)

Job Summary: 

• Lead and support teams in responding to, investigating, managing, and resolving high-impact brand-related incidents and escalations involving abuse, product authenticity (counterfeit, trademark, copyright), and safety issues.
• Take a leading role in drafting and presenting deep-dive documents, including responses to senior executives.
• Analyze brand-related escalations and incidents, review existing policies and process gaps, and develop solutions to close them.
• Own and manage projects designed to improve operational and process efficiency, including data analysis and cross-functional or external team collaboration.
• Monitor media and global events closely to anticipate and mitigate potential brand-related risks.
• Use high-level judgment to make complex enforcement decisions in ambiguous situations.
• Coordinate incident response across multiple functions for complex service outages and contribute to the continuous evolution of AMCS Group Incident Management processes and procedures.
• Manage customer and internal stakeholder communications for multi-customer issues via multiple channels, ensuring updates are timely, accurate, and actionable.
• Address incoming critical escalations from executives and key customers, coordinating responses across multiple teams to facilitate swift and effective resolution.
• Lead cross-functional post-incident process reviews to ensure continuous improvement of operations and execution, and deliver post-incident reports to customers and stakeholders.

Skills on Resume: 

• Incident Response (Hard Skills)
• Executive Reporting (Soft Skills)
• Policy Improvement (Hard Skills)
• Process Efficiency (Hard Skills)
• Risk Mitigation (Soft Skills)
• Decision Making (Soft Skills)
• Stakeholder Communication (Soft Skills)
• Post-Incident Review (Hard Skills)

Job Summary: 

• Perform the role of Lead Incident Handler for large, complex information incidents while ensuring appropriate communication and reporting across the organization.
• Collaborate across organizational functions and support stakeholders, including Legal, Risk Management, Fraud Investigations, Anti-Money Laundering, Human Resources, Technology teams, and Corporate Communications.
• Actively manage and handle cyber incidents using corporate incident response and cybersecurity processes.
• Support high-technology investigations through computer evidence seizure, forensic analysis, data recovery, and network assessments.
• Research and maintain proficiency in tools, techniques, countermeasures, and trends in computer network vulnerabilities, data hiding, network security, and encryption.
• Deter, identify, monitor, investigate, and analyze computer network intrusions.
• Manage multiple incident response engagements simultaneously through to resolution, coordinating resources efficiently.
• Deliver incident response table-top exercises and wargaming scenarios to identify gaps in incident response processes and playbooks.
• Translate technical findings into business risks for executive leadership.
• Act as the incident response manager to track and manage security events and incidents effectively in accordance with the incident response plan.
• Assign appropriate resources for each event and provide support throughout the response process.
• Determine and identify severity and impact, assigning appropriate priorities to all events and incidents.

Skills on Resume: 

• Incident Handling (Hard Skills)
• Stakeholder Collaboration (Soft Skills)
• Cyber Incident Response (Hard Skills)
• Forensic Analysis (Hard Skills)
• Network Security (Hard Skills)
• Intrusion Analysis (Hard Skills)
• Tabletop Exercises (Hard Skills)
• Risk Translation (Soft Skills)