Manager

• Own the Process: Take full ownership of incident management, from detection to resolution, ensuring process stability and reliability.
• Proactive Monitoring: Continuously monitor critical business processes and system alerts to identify and address failures before they impact operations.
• Fast Resolution: Drive a culture of urgency and precision in resolving incidents, coordinating cross-functional teams to ensure timely solutions.
• Root Cause Analysis: Investigate incidents to identify root causes and implement preventative measures to avoid recurrence.
• Transparency & Learning: Maintain clear documentation of incidents, resolutions, and lessons learned, turning each incident into an opportunity for improvement.
• Collaborate with Data Engineering: Work closely with the Data Engineering team to maintain and enhance the alert system, suggest new metrics, and revise thresholds for existing metrics to ensure optimal monitoring and response capabilities.
• Reporting & Visibility: Ensure reporting provides visibility into incident trends, resolution times, and process performance. Communicate key findings and results to main stakeholders to maintain alignment and transparency.
• Turn Incidents into Opportunities: Use insights from recurring incidents and root cause analysis to identify inefficiencies and prioritize process improvement initiatives.
• Drive Process Automation: Partner with BI, Product, and Tech teams to implement automation solutions that enhance operational efficiency and scalability.
• Data-Driven Optimization: Analyze data trends to evaluate business cases and recommend changes that improve recovery rates, customer satisfaction, and cost efficiency.
• Collaborate for Excellence: Work closely with internal teams and external providers to optimize workflows, ensuring seamless integration and performance.
• Foster a Culture of Improvement: Champion a mindset of continuous improvement across the organization, encouraging proactive problem-solving and innovation.

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