Role & responsibilities
Lead and coordinate the response to major IT incidents, ensuring rapid service restoration and minimal business impact.
Assess and escalate critical issues reported by the Helpdesk.
Act as the primary communication point during incidents, providing timely updates to technical teams, stakeholders, leadership, and end users.
Facilitate incident bridge calls, track actions, and drive teams toward resolution.
Conduct post-incident reviews, document lessons learned, and implement preventive measures.
Collaborate with cross-functional teams to improve incident management processes and operational resilience.
Support training and mentoring on incident management best practices.
Preferred candidate profile
Proven experience in IT Incident Management, Major Incident Management, or Service Operations.
Solid understanding of IT infrastructure, systems, and service management processes.
Excellent verbal and written communication skills with the ability to engage both technical and non-technical audiences.
Experience in healthcare, finance, manufacturing, or other mission-critical settings.
Knowledge of ITIL, COBIT, or similar service management frameworks.
Understanding of Helpdesk operations, escalation processes, and end-user support.