Command Sev1/Sev2 enterprise-wide outages and multi-region technical bridge calls.
Make real-time, risk-based decisions, provide executive updates and escalate vendors as needed.
Chair PMIRs within 24 hours and ensure corrective/preventive actions.
Standardize global incident classification, escalation, and priority frameworks.
Audit records, enforce ITIL compliance, integrate Incident, Change, and Problem processes.
Guide cross-domain resolution: network, security, cloud, virtualization, storage, databases, middleware, SaaS.
Validate root causes, challenge temporary fixes, and sponsor automation/resilience initiatives.
Lead RCAs, approve reports, maintain Known Error Database, and track remediation programs.
Lead regional Incident Controllers and NOC teams, establish 24x7 coverage, RACI models, and handover best practices.
Mentor teams and serve as escalation for unresolved P1/P2 incidents.
Deliver concise updates on impact, risk, recovery, ETA, and preventive actions.
Interface with Service Owners, Business Relationship Managers, and senior IT leadership.
Own KPIs (MTTR, incident frequency, SLA compliance, vendor performance) and drive stability improvement initiatives.

Bachelor’s degree in information technology, Computer Science, or related field.
ITIL Foundation (minimum); ITIL Intermediate/Expert preferred.
8+ years of experience in Incident and/or Problem Management in a global enterprise environment.
Experience managing major incidents across multi-region infrastructure environments.
Strong understanding of infrastructure domains (Network, Cloud, Server, Database, End User, Applications).
Experience working with third-party managed service providers.
Proven ability to operate in a 24x7, high-pressure environment.
The candidate must be comfortable working in a contract-based role.

Incident Controller

Key skills