Incident  Management 

• Oversee all Major and critical incidents, ensuring SLA compliance 

• Own and manage business-critical escalations and communication to all management levels 

• Take full ownership of issues from identification through resolution 

• Liaise with partners and suppliers, providing regular proactive updates 

Root Cause Analysis & Improvement 

• Lead RCA for all major incidents within Keyloop and 3rd Party providers 

• Identify trends and patterns to prevent recurring issues 

• Document learnings and share knowledge across teams 

• Drive continuous improvement initiatives 

Reporting & Communication 

• Create and maintain operational dashboards for real-time monitoring 

• Prepare executive summaries for senior management 

• Use automation tools (Copilot, etc.) to summarize meetings and generate reports 

• Provide clear communication to both technical and non-technical stakeholders 

System Management 

• Manage incidents and workflows using Jira and Jira Service Management (JSM) 

• Keep all systems updated with current status and actions 

• Monitor for fraudulent activity and raise security incidents as needed