Final answer:
The incident owner is an employee responsible for managing and resolving incidents to ensure customer satisfaction. They act as a bridge between the customer and the organization, advocating for effective solutions.
Step-by-step explanation:
The role of the incident owner in a support organization is to act as a customer advocate. An incident owner is typically an employee who takes responsibility for an incident from the point it's reported until it's resolved. This ensures that the company offers a resolution in line with the customer's expectations, establishing trust and maintaining a professional customer relationship. It's important to highlight that the incident owner's responsibilities involve understanding both the customer's perspective and the technical or service-related challenges that may arise during the incident resolution process. Their goal is to provide solutions that align with the interests of the customer and the capabilities of the organization.