Make an Impact by

• Lead and coordinate the end-to-end lifecycle of major incidents (P1, P2, and high-priority P3), ensuring timely service restoration and minimizing customer impact.
• Serve as the primary escalation point for incident management, providing leadership and direction during critical service disruptions.
• Coordinate cross-functional technical teams, resolver groups, and external vendors to drive efficient incident resolution and restore services within agreed Service Level Agreements (SLAs).
• Facilitate incident bridges, technical discussions, and management updates to ensure effective collaboration throughout the incident lifecycle.
• Deliver timely, accurate, and proactive communications to customers, business stakeholders, and executive management during major incidents.
• Monitor incident progress, SLA performance, and escalation activities, ensuring governance and compliance with established operational processes.