Incident and Supplier Management

Job Purpose:

The Incident Support Management Team is tasked with ensuring the efficient resolution of technical issues, minimizing service disruptions, and managing third-party providers. The team plays a crucial role in maintaining the stability and reliability of services provided to customers.

Key Responsibilities:

Create and implement effective incident management processes, ensuring swift resolution of issues and timely updates of incident logs.
Manage the entire incident response lifecycle, from identification to resolution and post-incident analysis.
Facilitate coordination between internal technical teams and third-party providers for efficient incident resolution.
Maintain a comprehensive incident log with root cause analysis and follow-up actions.
Conduct incident reviews and drive continuous improvements to reduce recurring issues.
Establish and nurture relationships with third-party providers to ensure high service standards.
Monitor third-party performance against service level agreements (SLAs) and enforce compliance.
Work closely with vendors to troubleshoot and resolve technical issues affecting operations.
Develop and implement strategies to optimize third-party provider performance.
Utilize strong technical knowledge of ISP and service assessment to troubleshoot incidents.
Analyze incident data and third-party provider reports to identify trends, recurring issues, and improvement opportunities.
Ensure that data-driven insights are leveraged to enhance incident management and resolution strategies.
Provide recommendations for process enhancements based on technical and data analysis.
Guide and coordinate cross-functional teams in high-pressure incident response situations.
Effectively communicate incident updates and resolutions to both technical and non-technical stakeholders.
Mentor and develop team members to improve incident management and vendor management capabilities.
Spearhead continuous improvement initiatives to optimize incident resolution processes.
Develop and maintain the Problem and knowledge database for future reference.
Identify and address underlying problems that contribute to repeated incidents.
Handle additional tasks assigned by the line manager or as business demands.