• Major Incident Management
• ITIL
• Stakeholder Communication
• Escalation Management
• Root Cause Analysis

Leads and coordinates resolution of high-priority P1 and P2 incidents across multiple teams.
Acts as the single point of contact during major incidents and drives bridge calls.
Ensures timely communication, escalation, and stakeholder updates.
Maintains accurate incident timelines, impact analysis, and documentation.
Collaborates with problem management for root cause analysis and improvements.