● Playing a critical role in identifying, assessing and mitigating risks associated with major incidents by running a robust incident response process, mitigating potential risks and ensuring smooth function of trading systems.● Ensuring compliance with regulatory requirements during major incidents. The expertise in incident response helps meeting regulatory obligations and avoids potential penalties and legal consequences. ● Assisting through the PIR process to continuous service… Show more ● Playing a critical role in identifying, assessing and mitigating risks associated with major incidents by running a robust incident response process, mitigating potential risks and ensuring smooth function of trading systems.● Ensuring compliance with regulatory requirements during major incidents. The expertise in incident response helps meeting regulatory obligations and avoids potential penalties and legal consequences. ● Assisting through the PIR process to continuous service improvements enhancing the companies incident response capabilities and overall operational resilience. Show less

● Create business requirements and technical and quality assurance documentation for the incident management team● Manage all aspects of coordination, performance monitoring and process improvement plans● Coordinator for the incident management team, ensuring resource allocation was in place in order to quickly mitigate service impact on operations

● Single point of contact in case of P1 emergencies facilitating communication between different organizational levels and the customers● Create on demand incident analysis based on data from the ITSM tools● Provide expertise and technical diagnostic along side support teams during emergencies in order to mitigate customer impact

● End-to-end management of critical incidents ● Handle functional and management escalation during critical incidents when required ● Ensuring transparent stakeholder communication management during critical cases

● Use excellent coordination in order to oversee the execution of incident management process liaising between Service Desk agents and L2/L3 technical teams ● Issue daily incident review report and chaired technical bridges between support groups

● Provide excellent customer service and achieved a high rate of client satisfaction and retention while troubleshooting issues remotely● Work to achieve low backlog while distributing tickets to the service desk on shift

● Educate customers on company products and offerings.● Help to achieve increases in sales.● Provide outstanding customer support to clients.