Senior Incident Manager

Led end-to-end P1 and P2 major incident coordination across approximately 50 Kubernetes and OpenShift clusters in a 24/7, high-availability enterprise environment. Chaired war rooms and bridge calls, aligning DevOps, platform, and operations teams to accelerate service restoration and reduce business impact.

Served as the primary escalation and customer contact during critical outages, providing business-impact, status, and recovery communications to customer, technical, and leadership stakeholders. Led post-incident reviews and root cause analyses, tracked corrective and preventive actions to completion, reduced major incident frequency by 30% and downtime by 40%, and maintained zero SLA penalties across six enterprise customers.

Coordinated global service delivery in a multi-cloud environment and acted as an escalation point for enterprise customers. Supported collaboration across technical and service-delivery teams to improve incident handling and service restoration outcomes.

Monitored and reported incident, problem, SLA, and KPI trends to identify recurring risks and improvement opportunities. Optimised cross-functional operational workflows to reduce outages and increase service reliability.

Supported ITIL-based incident and request management processes within an enterprise ITSM environment. Managed escalation governance and action tracking to improve accountability and timely resolution.

Monitored SLA compliance, service quality, and recurring operational risks for enterprise customers. Coordinated service teams and customer stakeholders during escalations to support rapid resolution and operational improvement.

Led ITIL-based Incident, Problem, and Change Management for business-critical airline systems. Coordinated operational response and drove root cause analysis to reduce recurring incidents through permanent solutions.

Managed collaboration among operations, business, supplier, and vendor stakeholders. Oversaw vendor relationships and service agreements to improve service performance and cost efficiency.