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.
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