Your Customer Incident Manager is responsible for leading the resolution of incidents and managing the implementation of your critical requests. In collaboration with the shared GTT Operations, Customer Incident Management allows for customization and closer alignment with your business needs.
ESCALATION & OWNERSHIP
Technical understanding of your services ensuring speedy escalation of tickets and enabling faster service restoration
MAJOR INCIDENT MANAGEMENT
Working in conjunction with your internal processes. All activities are designed to expedite service restoration
Triggering trouble tickets as part of incident investigations, including any chronic issues that have been identified
REGULARLY SCHEDULED REVIEWS
Scheduling regular meetings to review active incidents and improve results through post-mortem analysis
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