Job Description

Required Skills and qualification:

8+ years of experience required

• Strong technical understanding of IT systems, infrastructure, and applications
• Excellent communication and interpersonal skills to effectively interact with diverse teams and stakeholders
• Leadership qualities to guide and coordinate cross-functional teams during a crisis
• Critical thinking and problem-solving abilities to quickly analyze complex situations and make informed decisions
• Ability to work under pressure and manage time effectively in high-stress situations
• Experience with incident management methodologies and best practices
• Experience with ServiceNow ticketing tool

Key responsibilities:

• Quickly identify situations that constitute a major incident, initiate escalation procedures, and declare a major incident when necessary.
• Establish and manage a dedicated incident command center, coordinating the activities of various teams involved in the response.
• Gather relevant technical experts from different departments (network, application, security, etc.) to diagnose the issue and develop mitigation strategies
• Provide clear, concise, and timely updates to senior leadership, affected users, and other stakeholders regarding the incident status and recovery efforts
• Analyze information, assess potential risks, and make critical decisions to prioritize actions and resource allocation during the incident
• Work with the problem management team to identify the root cause of the major incident and implement preventative measures to avoid future occurrences.
• Utilize dedicated incident management systems to track incident progress, manage communication channels, and maintain detailed documentation.