• Assess the impact and severity of critical major incidents. 

• Gather information and data to support incident analysis and decision-making.

• Act as the central point of contact during critical incidents, ensuring that all relevant teams are informed and engaged.

• Develop and implement an effective communication template to keep internal and external stakeholders informed.

• Ensure clear and timely communication with internal stakeholders, external partners, and relevant authorities.

• Maintain Response SLA.

• Coordinate with external vendors for additional support.

• Maintain detailed records of incident response activities, including actions taken, decisions made, and outcomes.

• Conduct a thorough post-incident analysis to identify lessons learned and areas for improvement.

• Implement changes to enhance incident response capabilities.

• Provide guidance and support to the incident response team during challenging and multifaceted incidents.

• Generate comprehensive incident reports, highlighting key findings and recommendations.

• Lead and facilitate to aid in the restoration for all business/customer impacting incidents in a 24x7x365 environment.

• Coordinate the triage, recovery, and communication during all major incidents.

• Lead major incident technical bridge and drive all activities to service restoration.

• Assign related Problem record to resolution team and coordinate root cause analysis (RCA) to closure.

• Establish metrics and reporting to create visibility into all Major Incidents and progress of open Problems.

• Ability to work on a 24x7x365 on call rotation.

• Create and keep up a plan for handling incidents that defines roles, duties, and escalation procedures.

• Ensure that the organization's incident management framework remains current and effective.

• Develop contingency plans for various scenarios.

• Review and update incident response plans and procedures as needed.

• 7+ years of supporting IT operations in a large-scale environment

• 5+ years of experience with leading resolution of major incidents in a large-scale environment.

• 5+ years of experience dedicated to Incident and Problem Management.

• Strong understanding of ITIL and Incident, Problem, and Change Management Processes.

• Working background in AWS, Azure, ServiceNow, and/or other technologies.

• Experience with managing ITIL workflows in ServiceNow.