Incident Manager

Monitor and manage the end-to-end Incident Management process.Lead and coordinate the resolution of major incidents (P1/P2) to restore services within agreed SLAs.Act as the primary point of contact during critical incidents and provide timely updates to stakeholders.Coordinate with infrastructure, application, network, security, and vendor teams for incident resolution.Conduct incident review meetings and ensure proper documentation of all incidents.Drive root cause analysis (RCA) and track corrective and preventive actions.Monitor incident trends and identify recurring issues for Problem Management.Escalate incidents as required and ensure appropriate management visibility.Prepare and circulate incident status reports, dashboards, and management reports.Ensure compliance with ITIL Incident Management processes and organizational policies.Maintain incident records, procedures, communication templates, and operational documentation.Conduct Post Incident Reviews (PIRs) and drive continuous service improvement initiatives.Support operational governance meetings and service review discussions.