Senior Lead-Incident Management

Key Responsibilities

• Incident Lifecycle Ownership: Drive the end-to-end detection, triage, escalation, and resolution of critical IT incidents and major outages.
• Cross-Functional Coordination: Lead technical bridge calls, coordinate DevOps, network, and security teams, and manage third-party vendor inputs.
• Stakeholder Communication: Publish real-time operational updates and executive summaries for major disruptions.
• Post-Incident Reviews (PIR): Facilitate root cause analysis (RCA), document timelines, and partner with Problem Management to prevent repeat occurrences.
• SLA & KPI Tracking: Monitor mean-time-to-resolution (MTTR), track process compliance, and report on operational metrics.
• Process Improvement: Refine incident management frameworks, runbooks, and escalation paths.