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 prevent recurrence of similar issues.
Stakeholder Management: Build strong relationships with key business and IT...