L3 Incident Management: Co-ordinate with NOC and Incident Co-ordinator in the identification of L3 Incidents; manage L3 Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; co-ordinate NOC, Technology Support and Customers to ensure accurate and appropriate communications during L3 Incidents.

Root Cause Analysis: Coordinate and identify Root Cause for all L3 incidents; identify known errors and issue timely and concise updates on findings; document and track all resolutions.

Problem Management: manage Problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate NOC, IT staff and Customers to ensure accurate and appropriate communications during Problems; Track and monitor repeat issues to eliminate trends and normalize support operations.

Trend Analysis: produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types etc; hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved.