- Incidents in the queue should be reviewed periodically
- Unassigned incidents handled first.
- P1 and P2 incidents should be handled above everything else
- Review the teams queue and check if any incidents are in Work in progress
- Review and action all incidents, requests, and RITMs.
- Ensure queues with no aging tickets.
- Follow SLA commitments and escalate where required
- Make detailed notes and provide incident summaries.
- Ensure stakeholder communications are sent during major incidents.
- Ensure all Business Partner emails to the respective distribution lists.
- Monitor and maintain the Incident Management mailbox.
- Respond to incident-related emails promptly.
- Route communications to appropriate distribution lists.
- Keep business users and stakeholders informed of progress
- Manage incidents using ServiceNow.
- Generate operational reports and dashboards.
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