The Incidents Sr Manager is a senior functional leadership role accountable for end-to-end Incident and Request Fulfilment operations across L1 and L1.5, with full ownership of incident lifecycle governance, operational execution, escalation, and stakeholder communication across all priority levels (P0–P4).
This role owns the Incident Management operating model and frontline operational execution layer, ensuring IT Operations acts as a controlled, business-aligned execution function rather than a ticket-routing layer. The role is responsible for real-time operational stability, rapid service restoration, disciplined triage and escalation, and predictable service request delivery across all technology and product domains.
