• Act as central communication point for major and critical incidents
• Lead incident management process during high-priority outages
• Coordinate with infrastructure and application teams for service restoration
• Engage with vendors and technology providers (SAP, Oracle, Cisco, Microsoft, etc.)
• Ensure adherence to ITIL-based incident management processes
• Drive incident resolution bridges (SRT calls) and stakeholder updates
• Monitor SLAs, KPIs, backlog, and incident aging reports
• Identify process improvements and drive service management best practices
• Handle escalations from users and senior stakeholders
• Maintain communication with business and technical leadership during outages
• Ensure documentation and reporting of incidents and resolutions