Identifying trends and patterns of incidents and triggering reviews of these cases with the technical teams. Validate that problems have been documented correctly and contain accurate information. Quality check outage records to ensure that impact has been recorded accurately. Producing regular and adhoc problem and incident management reports ensuring that the information is delivered within the agreed timescales. Input to the Service Improvement Initiatives, Major Incident Reviews and any adhoc Incident Retrospectives. Oversee control item (patching, security vulnerability etc.) remediation for your services. Ensure all technical and non-technical documentation is up to date. Design, Author and Contribute to management reports. Drive Technology modernization initiatives Conduct Release Readiness reviews and Milestone Reviews

• Working with technical teams to ensure that root cause of incident is found as a priority and that actions are documented, assigned and tracked to meet SLA.

• Working with Digital, Non-Digital teams and third parties to assist with the identification, classification and prioritisation of Production Incidents. Working with technical teams to ensure that root cause of incident is found as a priority and that actions are documented, assigned and tracked to meet SLA. Document incident and problem management reviews ensuring that all interested parties are invited to incident retrospectives. Daily management of the incident and problem ticket queues to ensure all open and aging tickets are being worked. Overseeing complex problem cases and associated actions to ensure teams are progressing and always collaborating. Ensuring that problem resolutions are implemented through the appropriate change management policy.