Lead the end-to-end lifecycle of incidents, including identification, logging, categorization, prioritization, response, escalation, resolution, and closure.
Act as the primary point of contact during major incidents, ensuring timely updates and communication with stakeholders and leadership.
Coordinate across teams (IT support, engineering, DevOps, vendors) to drive quick incident resolution.
Analyze incident trends and provide insights to prevent recurrence through problem management practices.
Maintain and improve incident management processes, documentation, runbooks, and SLAs.
Prepare post-incident review reports (PIRs) and drive follow-up actions and improvements.
Provide regular metrics, dashboards, and executive summaries on incident performance.
Participate in on-call rotations and support after-hours incident response when needed.
