Key Responsibilities:

Incident Management:

• Lead the end-to-end process of managing incidents, ensuring incidents are addressed promptly and escalated appropriately.
• Coordinate technical teams, vendors, and stakeholders to ensure swift resolution.
• Serve as the single point of communication and decision-making during incidents.
• Manage communication across different levels of the organization, from technical teams to executive leadership.
• Perform analysis to identify incident trends.
• Review incidents to ensure that they are documented correctly as per the Incident Management process.
• Track and report all Incident Management in accordance to KPIs.
• Perform post incident review for incidents to capture lessons learned and ensure closure of improvement plans.
• Work with internal key stakeholders to prepare MAS incident reports for RI/PNI incidents.
• Drive performance improvement effort...