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
• Bachelor's degree required; advanced degree preferred

Benefits

• Medical plan options of comprehensive coverage for you and your family that can be tailored to fit your personal needs
• Flexible working hours and remote opportunities
• Career stability and growth