Own the Incident Management and Critical Incident Management processBe the primary point of contact for customers and internal teams throughout the incident lifecycle for critical incidentsOversee effective incident logging and categorizationDetermine, mobilize, and engage resources and expertise required to resolve incidents (critical incidents).Participation as Coordinator during crisis and creation of the Post Incident ReportsConduct Post Incident Reports of critical incidents across various teams to identify root cause and ensure action is taken to prevent outages in the futureActively monitor incident resolutions and escalate timely when necessaryManage incident closure, evaluation of information accuracy and quality for solved incidentsPrepare required monthly/bi-monthly reporting to management and customerDirect facing Customer Representatives - Service Desk meeting, Incident Management meetingsDevelop procedural manuals for triage and resolution of various technical issue typesEstablish processes to enable compliance with applicable SLAs. Ensure that all customer incidents are tracked and measured to their respective SLAsDefine, maintain, and ensure that KPIs are within the agreed target.Act as a focal point and manages and coordinate the escalated requests from different stakeholdersInteract with connected processes / owners / teams (technical teams, Problem Management, Change Management, CSIP, etc.)