• Assess and action assigned Client escalations in a timely manner. Develop post incident root cause and drive for resolution to ensure mitigation and remediation actions are deployed as required
• Manage customer, business and technology expectations in order to communicate to clients as required and ensure swift restoration of service/resolution of problem
• Develop and nurture relationships and continue to build trusted relationships with assigned business facing functions outside of the MDR organization via regular meetings and timely, qualitative communication
• Improve Customer experience by ensuring high quality services are provided to Clients with a focus on service quality, customer satisfaction, and productivity 
• Operationalize risk register including tracking and governance, ensuring prioritization to support business goals
• Continually look at ways to improve the overall customer experience 
• Work with other ITSM process areas to ensure processes and workflows align with business requirements
• Perform trend analysis on incidents and generate regular reports to identify trends for process improvement

• Thrive in our small, fast-paced, product-driven environment as a self-starter
• Be comfortable learning new technologies quickly
• Collaborate with teams from across the organization to address client needs
• Deliver features and fixes on tight schedules and under pressure
• Present ideas in business-friendly and user-friendly language
• Create processes that are maintainable, flexible and scalable
• Define and follow a disciplined development and engineering workflow
• Demonstrate ownership of tasks with escalation as needed
• Be a subject matter expert in one or more of the technologies employed
• Relentlessly push for successful customer outcomes
• Possess a strong interest or background in cyber security

• Demonstrated understanding of ITIL methodologies, ITIL® v3 or v4 - Certification preferred
• Strong knowledge of Service Management operations including a strong knowledge of MDR / SOC services best practices, industry trends and customer service
• Knowledge and use of Jira /Confluence as project management tools
• Agile Methodology / SCRUM Master certifications
• Strong data mindset and reporting skills
• Strong knowledge of the Incident Management, Major Incident & Communication Processes
• Demonstrated evidence of influencing positive change within a Service Management environment
• An ability to handle conflict/difficult situations in a fast-paced dynamic environment
• Demonstrated ability to manage and develop key relationships, especially across business lines, technical teams, and customers
• Demonstrated leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all resolver groups, and to drive and resolve incidents
• Strong problem-solving capabilities
• Demonstrated strong commitment to customer service
• Proven ability to summarize complex issues into concise business summaries for both technical and non-technical stakeholders and senior management is crucial
• Available for occasional escalations outside of business hours or weekends

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