Ensuring the effective use of event management process and toolsets as required;

Ensuring effective and timely resolution of IT Incidents: impact assessment and prioritization of IT incidents; dispatching of incidents to the relevant technical elements for resolution; validation and verification of the solution proposed; revision of the incident documentation; structured reporting; problem initiation, as recommendable;

Problem Management initiation, as required;

Authorized Service Interruption / Scheduled Outage (ASI/SO) approval and coordination, to minimize scheduled downtime and its effects of the Customer's business;

Participation in the Change Management process to ensure that roll-outs, new releases and modifications to existing services happen in a coordinated manner and with the explicit awareness of the affected customers;

Delivering of technical advice, coordination, support and assistance in respect of Operations Centre Incident Response;

Engage with cross-functional teams to prioritize tasks during service restoration/risk mitigation, ensuring that the right talent is engaged and utilized at the appropriate level in order to achieve successful outcomes;

Liaise with other Operations Centre's entities and NCIA Service Lines to provide, maintain and improve the incident management toolset for best practice;

Gather, Process and Analyze Information and Data to ensure continual service improvement;

Monitoring the effectiveness of incident management within the NCC and making recommendations for improvement;

Monitor and life-cycle management of IT assets within the NCC;

Creation and review of all incident management checklists, logs and tickets on a daily basis, providing follow-up actions and feedback as necessary;

Driving, developing, managing and maintaining the major incident process and associated procedures;

Reviewing and auditing the incident management process within the NCC;

Work on own initiative with limited supervision, may lead others as required;

Deputize for higher grade staff, as required;

Perform other duties as may be required.