Coordinate end-to-end major IT incident management, ensuring compliance with SLAs and established practices.
Lead and structure incident response and crisis management teams, mobilizing stakeholders effectively.
Communicate clear, factual, and audience-appropriate information throughout incidents at operational and management levels.
Lead and structure problem management activities, including: Root Cause Analysis (RCA), coordination of corrective actions, follow‑up on action items to completion, and facilitation of post‑incident reviews to produce actionable improvements.
Actively contribute to the reduction of recurring incidents and enhance overall service stability.
Collaborate on the evolution and maturity of ITIL practices, participating in the optimization of processes, tools, and collaboration models.
Serve as a point of reference for best practices in incident, problem, and major incident...