Lead and oversee the entire incident management lifecycle, ensuring timely identification, logging, prioritization, and resolution of IT incidents.
Coordinate and guide cross-functional teams, including technical support and IT operations, during incident response efforts.
Identify root causes of incidents and work collaboratively to implement corrective and preventive measures to avoid recurrence.
Maintain comprehensive documentation of incidents, response actions, and outcomes for analysis and compliance.
Communicate effectively with stakeholders and upper management, providing regular updates on incident status and impact.
Analyze incident trends and collaborate on continuous improvement initiatives to enhance incident management processes and IT service reliability.
Manage resource allocation during incidents, balancing workloads and rescheduling tasks as necessary to maintain operational efficiency.
Ensure adherence to company policies, legal requirements, and ITIL best practices throughout the incident management process.
