Solid understanding of IT infrastructure, in-depth knowledge of observability and experience querying IT operations logs & metrics to gain operational insights.
Facilitate incident resolution calls, establish command & control during incidents and lead and collaborate effectively with diverse teams to manage complex situations.
Communicate well and manage highly stressful situations during incidents.
Ensure timely and consistent communication with stakeholders, senior management and affected users regarding incident status and progress.
Maintain detailed incident/problem records, identify root causes/trends and participate in Post‑mortem (Root Cause Analysis) processes to prevent repeat incidents with known root causes, driving continuous improvement of service levels through problem trend analysis. Present RCA findings in various organizational forums.