Responsibilities

• Responsible for the operation of an individual service within service level targets
• Provides input to service design
• Participates in change reviews related to that service
• Represents the service as needed
• Understands the high-level workings of the service
• May escalate major incidents against a service
• Directs service improvement activities for a service
• Participates in negotiating SLAs and OLAs related to a service