MAJOR INCIDENT MANAGER:Manage major incidents and ensure adherence to ITIL Service Management standards.Provide clear, precise communication directly with Executives through detailed reporting and documentation of incident events.Collaborate with business units and management on the analysis, escalation, and reporting of security incidents, and develop and update IT process and procedure documentation.Coordinate resolution for global high-severity incidents affecting high number of applications and servers, supporting internal and external end-users.Lead technical conference bridges for service restoration, root cause determination, and change management, reporting directly to Executives and Senior management.Manage 5-6 Priority 1 bridges and 20-30 Priority 2 technical bridges monthly, ensuring swift resolution of critical incidents to minimize business disruption.Promote open communication across teams and with peers to achieve objectives during major events.Identify service improvement opportunities through trend analysis and provide recommendations to enhance service performance and customer satisfaction.Conduct metrics meetings to develop team strategies, define customer service improvements, and manage relationships with assigned partners to achieve engagement goals.Ensure all critical and major incidents are addressed within SLA response times, sending out critical alerts and successfully reducing Mean Time to Resolve (MTTR) for all incident categories.Regularly review performance and trends in response to incidents, emphasizing rapid response and resolution, and ensure proper recording and description of service breaches before closure.Produce metrics for service performance and customer satisfaction.

* Demonstrated ability to efficiently and effectively manage incidents, ensuring timely resolution and minimal disruption to services.* Proven track record of enforcing process standards and driving continuous improvement initiatives to enhance incident management procedures.* Confidently assume the role of incident manager, leading teams through critical incidents with authority and composure to mitigate impact and restore service promptly.* Successfully implemented and executed major incident management processes, overseeing invocation, ownership, escalation, communication, and service restoration to minimize downtime and ensure business continuity.* Facilitated peer-to-peer conference calls between resolver teams for non-significant incidents, escalating when necessary to address evolving impacts and coordinate resolution efforts.* Diligently monitored incident workload per Tier 1 Analyst to uphold Service Level Agreements (SLAs), identifying and addressing performance issues promptly to maintain service quality.* Provided timely feedback to senior management on issues affecting service quality, facilitated teleconference meetings, and weekly staff meetings across different time zones to ensure seamless communication and alignment.* Client Service Focus: Committed to delivering high-quality service to clients by addressing incidents promptly and proactively communicating updates, ensuring client satisfaction and retention.* Team Coordination and Leadership: Led incident management teams with a focus on collaboration, coordination, and efficient resolution, fostering a positive team environment and ensuring alignment with organizational goals.* Continuous Learning and Development: Actively engaged in ongoing learning and development to stay abreast of industry best practices and emerging trends in incident management, ensuring readiness to address evolving challenges effectively.