Lead the response for Priority 1 and Priority 2 incidents from detection through resolution.
- Assess business impact and determine incident severity and priority.
- Establish and manage incident bridge calls.
- Coordinate technical teams across infrastructure, applications, cloud, networking, cybersecurity, and third-party vendors.
- Drive rapid service restoration while maintaining transparent ownership and accountability.
- Provide timely executive and stakeholder communications throughout the incident lifecycle.
- Escalate issues to senior leads/manager/ Product owner when required.
- Ensure all incident activities follow ITIL Major Incident Management processes.
- Maintain accurate incident timelines, decisions, and action logs.
- Facilitate technical discussions and remove operational blockers.
- Coordinate business validation before incident closure.
- Mentor Service Desk and Operations teams on incident management best practices.
- Participate in on call rotations for critical incidents.
- Identify process and tool improvements to enhance the tower efficiency
- Work with ITSM Development teams in process and tool developments/testing