Major Incident Lead

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 prevent recurrence of similar issues. Stakeholder Management: Build strong relationships with key business and IT stakeholders to ensure alignment o...