Duty Officer
•Takes care of all incoming incident reports
•Carry out periodic or ad hoc activities dedicated to this role


Triage Officer
•Deal with all incident reports that are escalated to him/her by the duty officer
•Prioritizes the incident reported to ascertain the validity and assigns an incident handler according to the triage process.
•Control and monitor the whole incident.


Incident Handler
•Deals with the incidents and its related investigations
•Analyzing data, creating workarounds, resolving the incident and communicating clearly about the progress he has made to his triage officer and constituent(s)