Incident management internal audit

Recommendations on response times, SLA adherence and incident governance

Internal audit and analytics lead on a review of the incident management framework for the NSW toll-road network: effectiveness, compliance and operational arrangements. Analysed incident logs, escalation workflows and post-incident review data to identify recurring event types, trends and operational patterns; assessed timeliness of response, escalation and closure; and developed recommendations focused on response times, SLA adherence and governance. (Consolidates two overlapping source entries: an incident-management internal audit and an incident-management analytics engagement.)