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About the role
Key Responsibilities 24/7 Critical Incident Command ● Response Leadership Take charge of critical production incidents around the clock, orchestrating task forces for rapid resolution to minimize business impact. ● MTTD & MTTR Focus Swiftly diagnose complex system flows to reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR). ● Resolution Oversight Coordinate and facilitate end-to-end troubleshooting across multiple teams and technical layers. Stakeholder Communication & Reporting ● Crisis Communication Publish periodic updates to all stakeholders using standardized templates during outages or high-severity events. ● Executive Reporting Present metrics and statistics for Sev0/1 incidents to leadership, highlighting impact analysis and trends. ● War Room Management Establish and maintain recognized command posts (virtual or physical) for streamlined decision-making. ITSM Process & Post-Incident Management ● RCA Governance Lead thorough Root Cause Analysis (RCA) sessions and ensure the timely closure of all identified action items. ● Knowledge Management Maintain and update the Known Error Database (KEDB) and ensure incident documentation is preserved for future learning. ● Process Improvement Continuously refine incident management playbooks, trigger rules, and workflows within ITSM tools like ServiceNow. Candidate Requirements Experience & Qualifications ● Professional Background 3 to 5 years of experience in technical leadership, specifically managing large-scale application support or infrastructure programs. ● Educational Foundation Bachelor's degree in Computer Science, Engineering, or a related technical field. ● Shift Model Proven ability to work effectively in a 24/7 rotational model. Technical & Process Expertise ● ITSM Mastery Intermediate knowledge of ITIL frameworks (Incident, Problem,
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