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.