Incident Operations Lead - Quality Management Section, IT Strategy Department(ITSD)
Core
Establishing and managing an Incident Command Centre to drive continuous improvement in incident management maturity through data-driven insights and standardized processes.
Role type
Senior IC Incident Operations Lead (Quality Management)
Builds
Incident Command Centre infrastructure, high-level dashboards, and compliance reporting for the CIO and senior leadership.
Domain
Corporate IT Strategy / IT Service Management (ITIL)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Incident management framework design, ITIL principles, BI tools (Domo, Tableau), project management (MS Project, Jira, ServiceNow), impact scoring verification, RCA outcome validation, SLA tracking, cross-functional coordination
Preferred skills
Quality Assurance project experience, stakeholder consolidation, technical solution consulting, cross-functional planning
Technologies
Domo, Tableau, MS Project, Jira, ServiceNow
Responsibilities
Set up and maintain an Incident Command Centre at HQ; Monitor and enhance the organization's Incident Management framework; Review incident details and verify impact scoring; Conduct routine quality checks for data accuracy and process compliance; Develop dashboards and compliance reports; Oversee planning and delivery of incident improvement programs; Track incidents from initiation to closure.
Seniority
Senior, hands-on IC
