· Act as the Single Point of Contact for managing incidents and outages
· Collaborate with the Customers Service Management team if any during Incident Management process definition and documentation
· Liaise with the Business and IT stakeholders both internal and external during Major Incident P1P2 Management Process outages
· Track incidents escalated to 3rd party vendors or customer retained organization to closure
· Perform aging analysis on tickets and send appropriate reports to the tower leads
· Perform audits on sample incident records for quality of incident log and information
· Review Incident availability SLAs for compliance and initiate appropriate action plan
· Review problem tickets created in correlation with the incident influx
· Liaise with problem management teams for initiating RCA and permanent fixes
· Conduct regular meetings with the support teams and address their issues concerns