Service Integration & Management

Key Responsibilities:

• Own and manage Major Incidents (P1/P2) from detection through resolution and service restoration.
• Act as the single point of coordination across internal teams, multiple vendors, and external service providers.
• Quickly assess business impact and classify incidents accurately.
• Provide clear, timely, and consistent communications to business stakeholders, IT leadership, and executive management.
• Lead or facilitate Post Incident Reviews (PIRs) and Root Cause Analysis (RCA) sessions.
• Review periodic metrics, enforce process standards, and drive process maturity.
• Produce process performance reports and support process audits and assessments.
• Monitor the effectiveness of ITSM tools and ensure alignment with process execution.
• Collaborate with Problem, Change, Service Level, and Service Operations teams to reduce business impact.
• Conduct workshops to identify, assess, and address process deficiencies, ensuring alignment and understanding of process guidelines.