We are looking for an Incident Management Group Lead to spearhead our Incident Management Team, mentoring and developing a high-performing group of 20 to 30 professionals dedicated to rapid issue resolution. In this role, you will drive operational excellence by refining incident response policies, managing resource capacity, and ensuring the team consistently meets or exceeds critical KPIs and SLAs.
Collaborating closely with cross-functional support units like IT, HR, and QA, you will act as a vital strategic liaison to streamline communication and maintain seamless, end-to-end service restoration workflows. Additionally, you will champion continuous process improvement and innovation, leveraging industry best practices and automation to mitigate system downtime and elevate overall operational resilience.