managing major and minor incidents from the customer's perspective
coordinating cross-functional teams to implement both short-term fixes and long-term solutions
owning incident management end-to-end
conducting post-incident reviews and providing recommendations
building and refining incident management processes and incident registers
managing customer-facing communications during incidents

🎯 Requirements

strong stakeholder management skills
confidence to make informed decisions and lead teams through high-pressure situations
thrives on building relationships and collaborating effectively
ability to influence across all levels and challenge assumptions respectfully
genuine customer service mentality
proven experience managing major incidents or complex issues

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