The Incidents Associate Manager (Shift Manager) is accountable for real-time operational leadership of Incident Management during assigned shifts. This role acts as the senior operational authority on shift, ensuring disciplined triage, escalation governance, stakeholder communication, and operational execution quality across 24/7 IT Operations.The role ensures frontline teams operate as a controlled, business-aligned operational function rather than a ticket-routing layer, with clear decision authority during incidents and service disruptions.
