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Job Duties:

Lead the response to major incidents, including communication, coordination, and escalation as necessary.Facilitate incident resolution by coordinating with technical teams, stakeholders, and external vendors.Maintain clear communication channels throughout the incident lifecycle, providing regular updates to stakeholders and management.Conduct post-incident reviews to identify root causes, lessons learned, and opportunities for improvement.Develop and maintain incident management procedures, documentation, and communication templates.Provide guidance and support to teams involved in incident response, including training and coaching.Collaborate with other IT service management functions to ensure alignment with incident, problem, and change management processes.Monitor and report on incident trends, service performance, and compliance with service level agreements (SLAs).Participate in on-call rotation to provide 24/7 support for major incidents.

Education: The minimum qualification required for the performance of the above specialty occupation duties is a bachelor's degree or equivalent in Computer Science or equivalent in a related field or a foreign equivalent is required closely related field with relevant experience.