Critical Incident Management Professional

Roles & Responsibilities

• Act as the central communication point for major incidents.
• Lead and coordinate incident resolution across multiple technical and functional teams.
• Respond to user/client escalations, engaging appropriate functional and management levels.
• Participate in incident management meetings and initiate SRT (Service Restoration Team) bridges.
• Drive incident management metrics (hopping, backlog, reopen tickets, aging tickets).
• Identify and implement process improvements, standardization, and best practices in service management.
• Monitor SLAs and produce management reports including KPIs.
• Take leadership in critical outages affecting business operations.
• Ensure adherence of support teams to incident management processes.