- Responsible for monitoring all major metrics via various monitoring tools and following the major incident management process in restoring the major impacting incidents.

- Responding to a reported service incident, identifying the cause, and initiating the incident management process.

- Proactively identify highly impactful scenarios from monitoring tools and engage stakeholders to avert any potential impacts.

- Prioritizing incidents according to their urgency and impact on the business.

- Planning and coordinating all the activities required to perform, monitor, and report on the process.

Resolution and Facilitation :

- Triage, facilitate, and drive all major issues to resolution.

- Responsible for following the escalation matrix and engagement of stakeholders over the bridge calls, and in parallel, sending the Incident communications as per defined timelines.

- Point of contact for all Incidents and responsible for the effective implementation of the "Incident Management" process, and carries out the respective reporting procedure.

- Represent the first stage of escalation for Incidents.

- Communicating with stakeholders and leadership teams for major issues with timely updates during the lifecycle of the incident.

Documentation/Knowledge Management :

- Post-Incident Management Reviews, Problem Management, Key metrics tracking, RCA Assignment, and documentation on key action items identified.

- Producing documents that outline incident protocols, such as how to handle cybersecurity threats or how to correct server failures.

- Monitor the incidents to ensure that the Service Level Agreements are met/respected.

- Ensure the closure of all resolved and end-user confirmed Incident records.

- Conduct brown Bag Sessions on the Incident Management Process and educate/train stakeholders.

- Guide the Incident Process Coordinators.

Improvement Initiatives :

- Execute continuous process improvement initiatives where the process performance, activities, roles and responsibilities, policies, procedures, and supporting technology are reviewed and enhanced where applicable.

- Execute strategies for Proactive monitoring and move the support from Reactive to Proactive.

- Effective measurement strategies for impacts averted or avoided(P-1 Avoids).

Requirements :

- Strong verbal and written communication skills.

- Minimum of up to 5 years of overall experience in the IT Industry.

- At least 3 years of experience as Incident Manager/Sr. Incident Engineer.

- Preferred : Expert Level.

- Experience working with Enterprise Command Center Teams.

- Strong knowledge of Microsoft Excel, PowerPoint, and Data Management Systems is essential, with a high degree of self-motivation and a can-do demeanor.

- Ability to gain valuable insights through strong data/information literacy skills, perform root cause analysis, and solve problems.

- Must possess technical, analytical, and presentation skills with the ability to translate findings into business reports and presentations.

- Must be open to working in shifts to provide 24/7 support and on-call support as necessary.

- Must possess technical, analytical, and presentation skills with the ability to translate findings into business reports and presentations.

Others :

- Experience 4- 7 years.

- Certifications : ITIL Foundation (Mandatory).