Incident Manager

Ensure RT adopts optimal mindset which balances best path to resolution and protection of customer interests.
Initiate management and technical escalations when required.
Log all Incident details, allocating approved categorization and prioritization.
Keep users informed about their IncidentsТ status at agreed intervals.
Associate Incidents with other records (i.e. Changes, Problems, repetitive incidents).
Provide first-line investigation and diagnosis of all Incidents via major incident report.