Major Incident Lead

Responsibilities & QualificationsPrimary 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 prevent recurrence of similar issues.Stakeholder Management:Build strong relationships with key business and IT stakeholders to ensure alignment on major inc...