- Own end to end lifecycle of major incidents P1 P2
- Lead incident bridge calls and coordinate resolver teams
- Act as single point of contact for stakeholders and leadership
- Provide timely communication to business and IT stakeholders
- Manage escalations across internal teams and vendors
- Ensure adherence to ITIL processes and governance
- Drive Post Incident Reviews PIR and Root Cause Analysis RCA
- Identify trends and recommend continuous improvement actions
- Coordinate with Change Release teams during major incidents
- Required Skills
- Robust ITIL knowledge Incident Problem Change Management
- Experience in Major Incident Management
- Excellent communication and stakeholder management
- Ability to manage high pressure situations
- Strong analytical and problem solving skills
- Experience with ServiceNow Remedy or similar ITSM tools
Preferred Skills:
Domain->Service Management->IT Asset Management,Foundational->IT User Management->Incident and Request Management,Foundational->Service Management->ITIL,Technology->Infra_ToolAdministration-ITSM->ServiceNow