This role is pivotal in overseeing critical business and production incidents that affect client manufacturing, logistics, and essential business applications. As the central point of command during major outages, the incumbent will drive swift service restoration, manage stakeholder communications, handle escalations, and implement post-incident improvements to minimize business disruption and ensure seamless operations.

Lead and coordinate major incident management for high-priority incidents impacting manufacturing, logistics, and enterprise applications. Serve as the Incident Commander during critical outages, facilitating communication across support teams, vendors, business stakeholders, and leadership. Drive rapid service restoration by orchestrating technical teams and enabling timely decision-making. Communicate incident status clearly and effectively to business stakeholders, management, and executive leadership. Manage escalations across various support towers, application teams, infrastructure teams, and external partners. Ensure strict adherence to Major Incident Management processes, governance standards, and SLAs. Track all incident timelines, actions, decisions, and communications throughout the incident lifecycle. Conduct thorough post-incident reviews (PIRs) and root cause analysis (RCA) follow-ups, documenting lessons learned. Identify recurring issues and collaborate with Problem Management teams to implement permanent solutions. Prepare comprehensive operational reports, KPI dashboards, and executive summaries for service performance reviews. Support continuous improvement initiatives to boost incident response efficiency and reduce mean time to repair (MTTR).

A Bachelor's or Master's degree in Computer Science, Information Technology, Information Systems, Engineering, or a related field is required. ITIL Foundation certification is preferred, with advanced ITIL certifications being a significant advantage. Requires substantial experience in Major Incident Management, Service Operations, Command Center, NOC, or Production Support environments. Possess a solid understanding of ITIL practices, specifically Incident, Problem, Change, and Service Management. Demonstrated experience managing global incidents across diverse technology domains. Proficiency with tools such as SNOW, Datadog, and Insomnia is essential. Excellent crisis management and decisive decision-making skills are paramount. Exceptional stakeholder and executive communication abilities are necessary. Must be capable of leading cross-functional teams effectively under intense pressure. Outstanding facilitation, negotiation, and conflict-resolution skills are a must. A strong customer-focused and service-oriented mindset is required.