Key Responsibilities

• Act as the single point of accountability for major incidents impacting mission-critical financial platforms, ensuring rapid coordination and recovery.
• Lead major incident war rooms, directing cross-functional teams including SRE, DevOps, Engineering, Security, Operations, and Support to resolve complex platform issues.
• Provide clear situational awareness and influence critical decisions by advising management on mitigation strategies such as rollbacks, failovers, or service restorations.
• Lead product/platform-level discussions during incidents, ensuring technical decisions consider system architecture, dependencies, and client impact.
• Deliver structured communication to internal leadership, stakeholders, and external clients/partners during high-severity incidents.
• Drive post-incident reviews, root cause analysis (RCA), and corrective action planning, ensuring systemic improvements in stability and resilience.
• Oversee incident governance, including SLA reporting, ITSM metrics, and operational performance tracking.
• Ensure resolution actions and reliability improvements are implemented, working across engineering and operations teams.
• Lead the optimization of incident management processes, escalation frameworks, and operational readiness models.
• Champion continuous improvement initiatives within ITSM practices, leveraging automation, observability platforms, and AI-Ops capabilities.
• Mentor and guide team members involved in incident coordination to build stronger operational leadership and incident management maturity.

Requirements

• 5+ years of experience in incident management, technical program management, SRE leadership, or mission-critical platform operations.
• Strong experience with ITSM frameworks and ITIL best practices.
• Proven ability to lead cross-functional technical teams during high-severity incidents.
• Strong stakeholder management and communication skills, including leadership and client interaction during incidents.
• Experience with automation, observability, or AI-Ops tools is an advantage.