Critical Incident Management Professional / Application Support Engineer

• Act as central communication point for major and critical incidents

• Lead incident management process during high-priority outages

• Coordinate with infrastructure and application teams for service restoration

• Engage with vendors and technology providers (SAP, Oracle, Cisco, Microsoft, etc.)

• Ensure adherence to ITIL-based incident management processes

• Drive incident resolution bridges (SRT calls) and stakeholder updates

• Monitor SLAs, KPIs, backlog, and incident aging reports

• Identify process improvements and drive service management best practices

• Handle escalations from users and senior stakeholders

• Maintain communication with business and technical leadership during outages

• Ensure documentation and reporting of incidents and resolutions