Key Responsibilities:
- Facilitate RCA sessions and document complex technical issues.
- Analyze incident data to identify patterns and recommend problem management actions.
- Collaborate across Incident, Problem, and Knowledge Management disciplines.
- Support process optimization efforts, including knowledge base improvements, monitoring, and reporting.
- Backfill for Incident Management by leading triage calls and correlating incidents.
- Define and report on key service metrics to meet control and compliance objectives.
- Contribute to Change Management and CMDB accuracy.
- Drive continual process improvement and tool enhancement initiatives.
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