Vice President, Data Center Incident Management

Role Overview

• Own the enterprise Incident Management framework across all data center regions.
• Establish and enforce the Incident Commander model, including severity definitions, response objectives, and decision authority during high-impact events.
• Lead executive-level response for Sev1 through Sev3 incidents and ensure disciplined execution of emergency operating procedures.
• Define and maintain clear escalation paths across Mission Control, Site Operations, Maintenance, Engineering, Reliability, Change Management, and customer-facing teams.
• Maintain single-threaded ownership of the full incident lifecycle from detection through restoration and reporting.
• Standardize workflows, severity classifications, handoffs, and authority boundaries across all campuses.
• Partner with Mission Control to ensure clear triage criteria, runbooks, and dispatch processes.
• Oversee After Action Reports and ensure root causes, contributing factors, and systemic risks are fully evaluated.
• Drive corrective action plans and ensure long-term remediation is tracked to completion.
• Establish performance metrics, trend analysis, and reporting that improve operational resilience.
• Serve as executive escalation point for major incidents and ensure clear internal and customer communications.
• Build and lead an Incident Management leadership structure aligned across all regions.

Requirements

• 12 or more years of leadership experience in data center operations, mission-critical infrastructure, or large-scale operational environments.
• Proven experience leading major incident response or command-and-control structures.
• Deep understanding of ITIL Service Support disciplines, including Incident, Problem, and Change Management.
• Experience establishing enterprise-wide operational standards across multiple sites or regions.
• Demonstrated success influencing executive stakeholders and cross-functional teams.
• Exceptional written and verbal communication skills, especially during high-visibility events.
• Bachelors degree required; advanced degree preferred.

Benefits

• Generous Benefits Package
• Switch provides medical plan options of comprehensive coverage for you and your family that can be tailored to fit your personal needs, and more!