Own and monitor the support ticket queues, escalations, and tracking from intake to resolution
Maintain the MA Knowledge base, FAQs, Known Error Database (KEDB), and known workarounds
Develop and maintain Standard Operating Procedures (SOPs) through revisions and auditing practices.
Key stakeholder in the incident management program to help detect, respond, recover, learn, and improve upon digital threats across the MA portfolio
Collaborate on ITSM system requirements for incidents and end-user requests
Drive root cause analysis and derived action items for incidents, working with technical teams and executive partners to lead systemic improvements