Responsibilities: Lead and coordinate incident resolution end-to-end, minimizing downtime and ensuring adherence to processes. Activate and manage the Incident WAR Room
, facilitating real-time communication among support teams across geographies. Coordinate troubleshooting across technical teams
, including SAN, Unix, Windows, Network, DBA, CTRL-M, MQ, and application support, escalating issues as needed. Drive post-incident analysis
, organize Post-Incident Reviews, compile
Incident Reports and Post-Mortems
, and implement process improvements to prevent recurrence. Monitor KPIs and trends
, report to senior management, and act as Process Owner to ensure systematic application of incident management processes. Maintain and update documentation, procedures, and escalation paths
, ensuring consistency across all systems and sharing lessons learnt. Collaborate with business and IT stakeholders to understand application interdependencies, front-to-back office flows, ...