.**Accountabilities**:The IT Regional MIM & Monitoring Lead will be responsible for ensuring service delivery in all Command Centre areas, including:- **Service** **Operations**: daily run of the IT Command Centre from shift handover to the regional team enabling service continuity via capture of events through monitoring tools and processes; coordinate event response across all technology solutions and environments. 'Run' and management of priority incident events. Responsible for issue escalation and effective incident resolution with right urgency, quality, people and communication. Review Change & Release plans for view of expected change, known impacts and ability to react quickly. Ensure information and CMDB data usage to support resolution. Support run of any BCP activities.- **Major Incident**: open and run 'war room' engagement including key parties for any Major Incident until it returns to normal service, including regional handoffs as necessary. Ensure accountable and responsible parties are owning resolution including vendors. Adhere to the Major Incident Management (MIM) process at all times and ensure team are fully trained.- **Communications**: instigate appropriate communications according to process for unplanned service-impacting events via agreed channels using templates with clear, concise and approved content. Ensure business technology groups and/or site IT technical teams are in receipt of communications during the lifecycle of an incident inc. workarounds, updates and finally for issue resolution.- **Service** **Management**: Adhere to the ITSM processes Incident, Major Incident, Event management. Ensure all IT groups, including Marketing Companies, are compliant with processes and procedures per established SOP's and KPIs; use metrics from monitoring, review trends, report on process compliance; ensure relevant processefficiencies are put in place to support the needs of our colleagues. Absolute culture of process adoption particularly for Problem Management to prevent reoccurrence and assistance in investigation for solutions.- **Technologies**: Support the testing and release in BAU of any ServiceNow relevant products for any new features or automation. Support testing and implementation of observability and monitoring tools. Use tools daily to ensure team has 'eyes on glass' during service window/shifts.- **Reporting**: ensure use of digital dashboards, data and monitoring reports for speed of response and resolution.- **Continuous** **Service** **Improvement**: collaborate with the Service & Application Owners to identify and evaluate chronic issues and sub-standard performance areas; create PRB or SIP to address issues end-to-end and track through to completion via owner.- **Leadership**: provide leadership and management in support of other requests as they arise during shift window