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Responsabilidades y atribuciones Incident Intake, Logging & Prioritization
- Record and document all incoming incidents with complete and accurate details.
- Classify and prioritize incidents according to impact, urgency, and business criticality.
- Ensure all tickets meet documentation standards from the moment they are created.
Initial Investigation & Troubleshooting
- Perform the first round of analysis to identify the root cause or potential contributing factors.
- Escalate properly when higher‑level technical support is required.
Coordination & SLA Management
- Monitor ongoing incidents to ensure timely updates and SLA compliance.
- Follow up with L2/L3 teams, vendors, and other stakeholders to prevent SLA breaches.
- Identify tickets at risk and take proactive action.
Communication & User Experience
- Provide timely and clear updates to end users throughout the incident lifecycle.
- Manage user expectations, especially during high‑impact or long‑running incidents.
- Ensure communication aligns with service standards and quality guidelines.
Incident Quality Review & Auditing
- Perform quality audits on incident tickets to verify accuracy, completeness, and adherence to SOPs.
- Ensure proper categorization, prioritization, documentation, and resolution steps are followed.
- Identify process gaps or incomplete ticket handling.
Performance, Trends & Reporting
- Analyze incident trends, recurring issues, and performance metrics (SLA, response, resolution times).
- Produce weekly/monthly dashboards or reports to highlight insights and improvement opportunities.
- Identify patterns that may require Problem Management involvement.
Continuous Improvement & Process Optimization
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