Found Description
Key Responsibilities
1. Daily Queue & Incident Management
- Queue Health & Triage: Monitor the daily support queues continuously to ensure incoming tickets are quickly categorised, prioritised, and dispatched to the appropriate engineering or technical teams. Own real‑time coordination across concurrent work-streams, deciding ownership and prioritising issues.
- Incident Escalation: Act as the primary point of contact for standard and escalated live production issues, driving them to resolution before they impact the broader business. Prioritise time‑to‑restore over process adherence when standard SLAs and urgent business impact conflict.
- Operational Updates: Provide routine, structured status updates on queue health, open tickets, and active incident resolutions to internal stakeholders and customers.
2. Service Level Agreement (SLA) & Delivery Governance
- Maintain Performance:
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