Major Incident Response Specialist
We are seeking an experienced professional to lead the response to high-severity, customer-impacting incidents across managed services platforms.
* This role is responsible for ensuring rapid service restoration, clear and confident stakeholder communication, and disciplined coordination across teams.
The Major Incident Response Specialist focuses on protecting service reliability through the effective use of indicators and objectives, prioritizing customer impact reduction over root cause analysis during live incidents.
1. Beyond incident response, this position drives post-incident reviews turning operational failures into measurable reliability improvements and reduced repeat incidents.
This role plays a critical part in maintaining platform resilience and operational excellence in a 24x7 environment. Responsibilities include leading end-to-end management of major incidents affecting customers; managing executive-level updates during prolonged or high-risk incidents;
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