Senior Incident Manager

Key Responsibilities:
Define and communicate clear SLAs for incident management Review classification and priority levels of incidents including escalation process and thresholds (e-g, 80% of SLA breached) and responsibilities Review and update Major Incident Management process Lead major incident response with clear communication and timely coordination Facilitate incident bridges and coordinate multiple support teams Ensure incidents are resolved within agreed SLA timeframes Communicate incident status to stakeholders and senior management Conduct post-incident reviews and drive improvement actions Maintain incident management processes and procedures Identify trends and patterns in incidents to prevent recurrence Coordinate the teams to address underlying root causes Maintain incident documentation and knowledge base