Acted as the primary point of contact for incident reporting and escalation, ensuring compliance with regulatory requirements.Coordinated response efforts for all incidents affecting company operations, ensuring timely resolution and minimal impact on business continuity.Developed and maintained incident response plans, protocols, and procedures in collaboration with cross-functional teams.Conducted regular training sessions and drills to prepare staff for emergency situationsMonitored incident trends and provided analysis to senior management to support strategic decision-making.Driving an incident to resolution through support engagement utilizing an on-call schedule.Documenting key actions and events during the conference call.Notification to senior leadership of current status and impact through emails to the information services (IS) department and contacting senior leadership to advise of the impact on the business.Post-incident documentation to assist Problem Management in root cause analysis.Ensure proper escalations procedures are followed, and correct support teams are engaged.Responsible for communicating with the Incident Process Owner.Monitor the incidents to ensure that the Service Level Agreement is respected.Ensure the closure of all resolved and end-user-confirmed Incident records.Implementing KPIs prioritizes incident workflows and understanding the weaknesses.Coordinated communication efforts with stakeholders, including management, IT teams, and external vendors, to provide timely updates and maintain transparency during incidents.Conducted post-incident reviews to identify root causes, implement corrective actions, and prevent future incidents.