Job Description
Responsibilities & Qualifications
Primary Responsibilities:
- Major Incident Handling:
- Facilitate the end-to-end major incident response process, ensuring quick resolution and communication across stakeholders.
- Act as a point of contact for all assigned major incidents, driving resolution and accountability.
- Ensure adherence to agreed service level agreements (SLAs) and escalation procedures.
- Incident Coordination and Communication:
- Facilitate incident response calls with technical teams and stakeholders.
- Provide timely and clear communication to leadership, customers, and affected business units.
- Issue post-incident reports and service updates to relevant parties.
- Root Cause Analysis & Problem Management:
- Collaborate with Problem Management to conduct root cause analysis (RCA) after major incidents.
- Recommend and track corrective actions to prev...