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 Solid 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