Responsibilities & Qualifications

Primary Responsibilities:

• Major Incident Handling:
• Facilitate the end-to-end major incident response process, ensuring quick resolution and communication across stakeholders.
• Act as a point of contact for all assigned major incidents, driving resolution and accountability.
• Ensure adherence to agreed service level agreements (SLAs) and escalation procedures.
• Incident Coordination and Communication:
• Facilitate incident response calls with technical teams and stakeholders.
• Provide timely and clear communication to leadership, customers, and affected business units.
• Issue post-incident reports and service updates to relevant parties.
• Root Cause Analysis & Problem Management:
• Collaborate with Problem Management to conduct root cause analysis (RCA) after major incidents.
• Recommend and track corrective actions to prev...