Global Incident Management Lead
In this role, you will be responsible for spearheading the global strategy and execution of our incident management processes. As a leader, you will oversee escalations from our squads and vendors worldwide, ensuring a consistent and effective approach to incident resolution. Your leadership will be pivotal in maintaining high availability and transactional integrity across our global operations.
The ideal candidate will have proven experience in solving complex incidents and major incidents within a high availability, high transactional technical environment. They will also possess demonstrated ability to lead with influence, work methodically and calmly under pressure, facilitating and collaborating with global colleagues to deliver optimal outcomes for our business and customers.
Key Responsibilities:
• Command a global team of approximately 25 Incident Managers across four strategic locations
• Lead and oversee the global response to escalations from squads and vendors, including escalated alerts from our monitoring stack
• Own, execute, and drive the Incident Management processes to resolution with exemplary facilitation, planning, and time management
• Lead the response to the most critical and severe incidents and crises, ensuring swift and effective resolution
• Deputize for the Reliability Ops Lead, providing leadership and strategic direction in their absence
• Assess and prioritize multiple incidents based on customer, business, regulatory, reputational, and financial impacts
Requirements:
• Passionate about delivering an exceptional customer and colleague experience on a global scale
• Proven experience in solving complex incidents and major incidents within a high availability, high transactional technical environment
• Demonstrated ability to lead with influence, work methodically and calmly under pressure, facilitating and collaborating with global colleagues to deliver optimal outcomes for our business and customers
• Experience, proven knowledge, and awareness of Risk and Controls, driving improvements