Job Details

Essential Duties and Responsibilities:
1.Lead and define the strategic vision for Incident and Problem Management, aligning processes with business objectives, risk frameworks, and regulatory requirements.
2.Establish, enhance, and mature ITIL-based Incident and Problem Management processes to ensure efficient service restoration and operational excellence.
3.Provide centralized command and control for all critical technology incidents across a complex enterprise environment.
4.Lead a global 24x7 “follow-the-sun” operations model to manage incident triage, escalation, and resolution across diverse stakeholders.
5.Drive rapid service restoration while ensuring clear understanding and communication of business impact and customer experience.
6.Establish clear accountability, ownership, and structured governance during high-severity incidents and complex issue scenarios.
7.Drive root cause analysis and implement preventive measures to minimize recurring incidents and improve system resilience and availability.
8.Lead continuous improvement initiatives to reduce MTTR, optimize processes, and enhance overall service reliability.
9.Collaborate with cross-functional teams including engineering, infrastructure, cybersecurity, and business units to improve end-to-end technology health.
10.Partner with enterprise stakeholders and third parties to drive accountability in system quality, monitoring, documentation, and support processes.
11.Deliver clear, concise, and timely communications during incidents and provide structured post-incident reporting to technical and non-technical audiences.
12.Develop and maintain knowledge management practices to enhance incident resolution efficiency and organizational learning.
13.Establish and track KPIs and metrics to measure performance, drive data-driven improvements, and enhance operational efficiency.
14.Own first-line risk responsibilities by identifying, assessing, and mitigating operational risks in collaboration with risk, audit, and regulatory functions.
15.Build, lead, and mentor a high-performing global team, fostering a culture of collaboration, accountability, and continuous improvement.

Required Qualifications:
1.Bachelor’s degree in a relevant field or equivalent combination of education and experience.
2.Extensive leadership experience in enterprise-scale IT operations, including production support and global team management.
3.Proven expertise in Incident and Problem Management within complex, 24x7 environments, with strong command and control capabilities.
4.Strong grounding in ITIL frameworks and service management best practices, with relevant certifications.
5.Deep technical knowledge across distributed systems, mainframe, and cloud platforms (AWS/Azure) along with enterprise infrastructure.
6.Broad understanding of data center operations, networking, security, virtualization, and middleware technologies.
7.Demonstrated ability to build and lead high-performing global teams while driving operational maturity and excellence.
8.Strong communication, stakeholder management, and executive engagement skills.
9.Strategic mindset with a proactive approach to risk management, issue prevention, and continuous improvement.

Preferred Qualifications:
1.Experience in training, coaching, and capability development.
2.Familiarity with ITIL and ISO 20000 standards, with relevant certifications.
3.Strong executive-level communication and presentation skills.
4.Broader experience across IT Service Management disciplines, including Change, Request, Knowledge, and Availability Management.
5.Exposure to environments integrating Service Management with Site Reliability Engineering (SRE) practices.
6.Experience working in multi-platform, complex technology environments.