Manage the end-to-end Incident Management lifecycle for all IT-related incidents.
Coordinate and lead the response to major incidents, ensuring timely resolution and stakeholder communication.
Serve as the primary point of contact for escalated incidents, engaging technical teams, vendors, and third-party providers as needed.
Drive root cause analysis (RCA) and ensure problem records are created for recurring issues.
Monitor incident queues, ensure SLAs are met, and escalate when appropriate.
Ensure incident documentation is complete, accurate, and available for reporting and audit.
Facilitate post-incident reviews (PIRs) and continuous improvement initiatives.
Work closely with Service Desk, Infrastructure, Application Support, and Business Units
