Incident Response Analyst Lead

Job description

24×7×365 monitoring and alert triage ITIL Incident Management (P1–P4): Major Incident command and stakeholder communications ITIL Problem Management and Root Cause Analysis (RCA) SOP creation, governance, and operational housekeeping Continuous improvement and automation roadmap: A. Monitoring & Event Triage (24×7) Facility alerts, including: Infrastructure and platform alerts: B. Incident Management (Restore Service Fast) Incident logging, categorization, prioritization, investigation, resolution, recovery, and closure Major Incident (MI) declaration, command, and communication cadence Stakeholder updates aligned to incident severity and impact C. Problem Management (Prevent Recurrence): Problem identification from recurring incidents and alert trends RCA coordination using standard methodologies: Known Error documentation and workaround tracking Corrective and preventive action tracking to closure D. Command & Control: Primary Point of Contact (PPOC) for site-level alerts and incidents Incident Commander role for high-severity and Major Incidents Structured handoffs to global or downstream teams, including documented shift turnover E. Housekeeping & Operational Hygiene: Ticket qu...