• Serves as primary point of contact for all major incidents across multiple core production systems (take part in a 24/7 on-call rotation). • Leads incident response, bridge calls, and escalations to ensure restoration of service to a normal state as quickly as possible. • Interface and collaborate with Engineering, Dev and Product teams. • Provide real-time internal & external communications to leadership and stakeholders related to major incidents. • Log incidents to maintain accurate documentation and KPIs. • Conduct post-incident root cause analysis and drive long term solutions to prevent recurrence of incidents. • Support the Change Control or other ITSM processes.