- 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.
- Robust 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 environments.
- Knowledge of ITIL, COBIT, or similar service management frameworks.
- Understanding of Helpdesk operations, escalation processes, and end-user support.