Initiated hierarchical escalation according to the Incident Management Process, securing support from senior authorities.Led a cross-functional team to resolve Sev-1 critical incidents, reducing system downtime by 30%.Conducted post-incident reviews, addressing hundreds of system vulnerabilities over 7 years.Trained new team members, leading to a 25% increase in incident resolution efficiency.Ensured communication between technical teams and delivery project executives during significant Sev-1 incidents.Engaged senior authorities for support during escalations.Collaborated with resolver groups to understand root causes and championed process enhancements.Served as the primary escalation contact for support engineers, internal teams, and customers regarding technical issues.Assisted technical teams and Support Line Managers during major outages.Informed Senior Management promptly about critical incidents and action plans.Advocated for continuous support improvements and faster problem resolution.