Job Summary

Incident Command: Declare major incidents, establish communication bridges, and take charge of the entire resolution lifecycle. • Coordination: Lead and facilitate technical teams (internal & third-party), resolve conflicts, and ensure collaborative action plans with owners and deadlines are met. • Communication: Act as the single point of contact, providing timely and accurate status updates to stakeholders and management. • Process Adherence: Ensure strict adherence to incident management protocols (e.g., ITIL), log all details, and initiate post-incident reviews (PIRs). • Resolution & Prevention: Drive towards swift workarounds or permanent fixes and work with Problem Management to identify root causes and prevent future incidents. • Reporting: Generate metrics and reports on major incidents, focusing on resolution times and trends. Essential Skills & Attributes

Key Responsibilities

Communication: Excellent verbal and written skills to simplify complex technical issues for non-technical audiences. • Problem-Solving: Strong analytical skills to quickly assess impact and guide technical teams. • Technical Acumen: Broad understanding of IT infrastructure and applications. • Composure: Ability to remain calm and decisive during high-stress events. • Stakeholder Management: Ability to build and maintain relationships with various internal and external groups.

Skill Requirements

 Communication: Excellent verbal and written skills to simplify complex technical issues for non-technical audiences. • Problem-Solving: Strong analytical skills to quickly assess impact and guide technical teams. • Technical Acumen: Broad understanding of IT infrastructure and applications. • Composure: Ability to remain calm and decisive during high-stress events. • Stakeholder Management: Ability to build and maintain relationships with various internal and external groups.

Other Requirements

Communication: Excellent verbal and written skills to simplify complex technical issues for non-technical audiences. • Problem-Solving: Strong analytical skills to quickly assess impact and guide technical teams. • Technical Acumen: Broad understanding of IT infrastructure and applications. • Composure: Ability to remain calm and decisive during high-stress events. • Stakeholder Management: Ability to build and maintain relationships with various internal and external groups.