MAJOR INCIDENT MANAGER L2

This Senior Manager role for Major Incident Management is responsible for leading the resolution of critical IT service disruptions, acting as the single point of contact for customers, and driving cross-functional collaboration to ensure SLA compliance. The incumbent manages post-incident analysis, updates knowledge bases, and leads continuous improvement initiatives to prevent future major incidents through a structured problem management approach. With a focus on leadership and stakeholder communication, the role ensures business continuity and customer satisfaction through effective operational oversight.