Manager

• Lead the identification, assessment, and resolution of critical technology incidents affecting enterprise operations.
• Facilitate and manage virtual incident response calls with various technical and business stakeholders.
• Quickly assess the scope and impact of incidents and determine the appropriate support teams and escalation paths.
• Guide troubleshooting efforts across multiple technology domains, including distributed systems, networks, applications, and mainframes.
• Collaborate with vendors and internal teams to drive resolution and ensure accurate, timely communication.
• Escalate critical issues to senior leadership and provide consistent progress updates.
• Partner with the communications team to ensure incident notifications are timely and accurate.
• Conduct post-incident reviews to identify root causes, process improvements, and documentation updates.
• Maintain and review critical application recovery documentation for accuracy and usability.
• Support continuous improvement initiatives to enhance incident detection, response, and recovery processes.
• Participate in production readiness reviews for critical projects to ensure alignment with incident management protocols.

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