• Maintain awareness of all customer-impacting and brand-impacting incidents across the enterprise. • Coordinate response execution for high-severity incidents, including war room logistics, action tracking, decision logs, and status cadence. • Draft clear, accurate written communications for internal stakeholders and senior leadership, ensuring content aligns to current facts and validated inputs. • Track root cause investigations end-to-end to ensure they’re completed correctly and on time; help produce customer-ready root cause reports. • Own tracking and follow-through on corrective actions to reduce repeat incidents, ensuring actions are defined, assigned, and closed. • Build and improve enterprise response mechanisms, including templates, workflows, reporting, and coordination models across teams. • Maintain and report incident metrics to drive action and improvements to process.