Incident Manager for high-severity incidents; organize bridges/war rooms; rapid triage and timely decisions.
Classify, prioritize, and escalate incidents by impact and urgency.
ITSM governance: enforce ITIL-aligned Incident and Problem Management practices.
Document in ServiceNow: incident timelines, impacts, RCA summaries and follow-ups.
Own service availability, reliability and KPIs; monitor health, MTTR/MTTD; SLA/OLA adherence.
Leverage observability tools (Grafana, Datadog) and collaborate with engineering/SRE to improve monitoring and alerts; ensure PagerDuty alignment.

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