•Serve as the First Responder to even alerts triggered when monitored application, hardware, services, procedures, jobs, and file transmissions reach a pre-defined threshold that indicates an exception which must be responded to and resolved.• Under management direction, escalate and communicate to IT and business customers, and 3rd party suppliers.•Serve as a technical escalation point within the IT Service Desk function and respond to mulitp0le channels reporting incidents and requests.•Fully document incidents received, troubleshooting and steps taken to resolve incidents, and introduce technical knowledge for use by end users and the IT Service Desk function.•Facilitate major incident conference bridges, accurately identifying and logging attendees, timelines and troubleshooting steps taken. Under management direction, escalate and communicate to IT and business customers, and 3rd party suppliers.