• Providing support to Service Desk Analysts and acting as the primary escalation point for incidents that the Service Desk cannot resolve
• Performing secondary triage activities to validate incident priority, urgency and business impact
• Determining the correct resolution group for all tickets that cannot be resolved by the Service Desk team
• Initiating the critical/major incident management processes
• Identifying training opportunities and provide upskilling training activities to Service Desk Analysts
• Performing ticket data quality checks, escalating and supporting the mitigation of any issues found
• Reviewing all open incidents (incident lifecycle management) and identifying additional actions that are needed
• Participating in post incident reviews as required
• Participating in other ITIL processes, from and end to end perspective, and helping identify potential improvements
• Acting as a scribe in critical/major incident management activities
• Acting as a Deputy Incident Commander

Please refer to job description.