- As part of the Global IT team, responsible for the establishment of ITSM process management mechanisms (including but not limited to ITIL) and frameworks to ensure that the process meets IT business management and efficiency requirements.- Oversee the identification, prioritization, and resolution of incidents and problems, ensuring that appropriate communication and escalation processes are in place.- End-to-end ownership of the Major Incident to minimize the time to restore the services.- Establishing strong command and control of an Incident, establishing clear accountability and precise evaluation of complex issue scenarios.- Incident progression co-ordination and monitoring of Incidents and potential areas through symptoms, trends, or deviations from standards.- Collaborate with other IT teams and stakeholders to ensure that incident, problem, and change management processes are integrated with other IT processes and initiatives.- Perform initial triage of server infrastructure issues.- Proactively monitor key business applications and services using system management tools and escalate as needed.- Identify and escalate potential business-impacting issues following documented work instructions.- Provide active logging of activities that occur on bridge calls during significant IT Incidents.- Create and manipulate reports based on tool-generated data.- Engage requested support resources from additional teams following documented procedures during conference calls for significant IT Incidents.- Document and maintain common symptoms, incident recovery steps, and standard application activities in the knowledge base.- Execute connectivity and functionality tests for critical business applications and services.- KPI Metrics and Reporting: Capture Incident timelines in ticketing tools, Incident Impact and Resolution Duration and the associated KPIs.