Service Integration & Management Professional - Global role

Key Responsibilities:

• Own and manage Major Incidents (P1/P2) from detection to resolution and service restoration.
• Act as the single point of coordination across internal teams, vendors, and external service providers.
• Assess business impact and ensure accurate incident classification and prioritization.
• Provide clear, timely communication to stakeholders, IT leadership, and executive management.
• Lead Post-Incident Reviews (PIR) and facilitate Root Cause Analysis (RCA).
• Review incident metrics and enforce process adherence and maturity improvements.
• Prepare process performance reports and support audits and governance assessments.
• Monitor effectiveness of ITSM tools and ensure alignment with incident management processes.
• Collaborate with Problem, Change, and Service Operations teams to minimize business impact.
• Conduct workshops to identify and address process gaps and improvement opportunities.