Critical Incident Management.

Roles & Responsibilities: - Ensure standardized ITIL v3-based procedures for efficient incident handling - Minimize client service impact and identify operational improvement opportunities - Act as central communication point during Major Incidents - Handle user/client escalations; trigger functional and management escalations as needed - Lead and participate in Incident Management meetings and SRT bridge calls - Monitor and drive key metrics: ticket hopping, backlog, reopen rates, and aging tickets - Promote service management best practices and process standardization - Ensure adherence to incident management processes across support teams - Track SLA compliance and generate KPIs and management reports Professional & Technical Skills: - Must To Have Skills: Proficiency in Critical Incident Management. - Strong understanding of IT service management frameworks such as ITIL. - Experience with incident response and escalation procedures. - Ability to analyze and resolve complex technical issues. - Familiarity with service monitoring tools and technologies. - Certification: ITIL V3 Foundation certified - Process Knowledge: Familiar with Problem, Change, and Event Management - Communication: Strong communication skills across all organizational levels, including senior stakeholders - Multitasking: Capable of handling high-priority and competing tasks effectively in a 24x7 environment - Work Style: Self-driven, resourceful, and effective both independently and in team settings