• Incident Management
• ITIL
• Service Operations
• Escalation Management
• SLA Management
• Stakeholder Communication

This role leads enterprise-wide incident management in a 24x7 production environment, acting as the central escalation point to restore services and meet strict SLAs. Responsibilities include coordinating cross-functional teams during high-severity incidents, driving ITIL-based processes, and ensuring effective communication with stakeholders and leadership. The position requires strong decision-making, incident lifecycle ownership, and expertise in IT operations and escalation management.