Acts as the primary responder and driver for all major incidents within the organisation. This role ensures timely service restoration by engaging and managing multi-disciplinary support teams and vendors. While deep hands-on diagnostics are not required, the Incident and Service Management Specialist must possess good technical understanding to interpret issues accurately, challenge vendor assessments, and uphold service standards. Key Responsibilities Major Incident Management Serve as the first point of engagement for all major incidents. Initiate war rooms and coordinate all support towers (Infrastructure, Network, Applications, Cloud, EUC). Drive incident restoration efforts and ensure rapid recovery of services. Understand technical symptoms, articulate probable impact paths, and direct teams effectively. Challenge vendor diagnoses and ensure alignment with SLAs/OLAs. Trigger escalation protocols for vendor delays or SLA risks. Support PIR (Post-Incident Review) and contribute to...