• Own and run the end-to-end Incident Management process • Lead and coordinate all P1/P2 Major Incidents, from detection to resolution • Facilitate rapid troubleshooting with Infra, DevOps, Security, Networking, and Application teams • Serve as the primary communication lead during incidents • Ensure root cause analysis (RCA) is conducted for all major incidents • Identify incident trends and drive long-term prevention activities • Own the Change Management process • Review, assess, and approve changes (standard, normal, emergency) • Chair the Change Advisory Board meetings • Maintain change calendar and enforce compliance with organizational standards • Coordinate and manage software releases, infrastructure rollouts, patch cycles, and deployments • Oversee the accuracy and integrity of the Configuration Management Database (CMDB) • Continuously improve ITSM processes using ITIL best practices • Establish KPIs and dashboards for incidents, changes, and releases