ITCS Incident Manager [Customer Services Operations Center (CSOC)], Manage CSOC every other week as an ITCS Incident Manager. Delegating the tickets to the team based on volume, skill set, assignments, availability, and criticality. Identifying the root cause for long-term problems, trend analysis, ticket evaluation, escalations and resolution. Working as the escalation point of contact for customer inquiry/status updates. Provide quality checks on the information provided in the tickets from tier 1.