Key Responsibilities
24/7 Critical Incident Command:
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Response Leadership: Take charge of critical production incidents around the clock, orchestrating task forces for rapid resolution to minimize business impact.
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MTTD & MTTR Focus: Swiftly diagnose complex system flows to reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR).
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Resolution Oversight: Coordinate and facilitate end-to-end troubleshooting across multiple teams and technical layers. Stakeholder Communication & Reporting
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Crisis Communication: Publish periodic updates to all stakeholders using standardized templates during outages or high-severity events.
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Executive Reporting: Present metrics and statistics for Sev0/1 incidents to leadership, highlighting impact analysis and trends.
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War Room Management: Establish and maintain recognized command posts (virtual or physical) for streamlined decision-making.
ITSM Process & Post-Incident Management
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RCA Governance: Lead thorough Root Cause Analysis (RCA) sessions and ensure the timely closure of all identified action items.
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Knowledge Management: Maintain and update the Known Error Database (KEDB) and ensure incident documentation is preserved for future learning.
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Process Improvement: Continuously refine incident management playbooks, trigger rules, and workflows within ITSM tools like ServiceNow.
Candidate Requirements
Experience & Qualifications
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Professional Background: 3 to 5 years of experience in technical leadership, specifically managing large-scale application support or infrastructure programs.
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Educational Foundation: Bachelor's degree in Computer Science, Engineering, or a related technical field.
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Shift Model: Proven ability to work effectively in a 24/7 rotational model.
Technical & Process Expertise
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ITSM Mastery: Intermediate knowledge of ITIL frameworks (Incident, Problem,
