Zeshan N

INCIDENT MANAGER

SYSCOM Control Air Inc • Temps plein

Aug 2023 - Present • 3 yrs 1 mo

Manage the end-to-end lifecycle of major and critical incidents from identification and impact assessment through service restoration, closure and post-incident review. • Lead Major Incident Management activities and act as the central coordination point for technical teams, business stakeholders, customers and management during high-impact service disruptions. • Establish and lead major incident war rooms, ensuring clear ownership, structured troubleshooting, effective escalation and timely service restoration. • Drive incident prioritization, severity assessment, escalation, communication and resolution in accordance with ITIL processes and agreed SLAs. • Coordinate cross-functional technical teams to isolate faults, drive mitigation actions and minimize customer and business impact. • Monitor incident progress and SLA performance, identify potential breaches and drive timely escalation and mitigation actions. • Provide structured stakeholder updates covering business impact, current status, technical progress, recovery actions and service restoration. • Prepare incident reports, management updates and operational KPI analysis to identify incident trends and service-improvement opportunities. • Conduct Post-Incident Reviews (PIRs) to identify recurring issues, process gaps and opportunities for service improvement; support root-cause analysis and corrective actions. • Collaborate with Problem and Change Management activities where recurring incidents, root-cause investigations or corrective changes require follow-through. • Develop and improve incident-response procedures, operational processes and communication practices while promoting incident-management best practices across teams.