Incident Management Program Lead
About The Position
The Incident Management Program Lead is responsible for coordinating, administering, and continuously maturing the Global Data Centers (GDC) incident management program, globally and regionally across GDC. This role serves as the operational lead for the program and works across the organization to improve the consistency, effectiveness, governance, and adoption of incident management practices. The position is responsible for developing and maintaining incident management standards, processes, communication templates, reporting, governance activities, and KPI tracking. The role partners with operational teams, regional stakeholders, and technology partners to identify opportunities for improvement, drive process standardization, increase organizational maturity, and strengthen the company's overall incident management capabilities. In addition to supporting the day to day operation of the program, this position plays a key role in advancing incident management maturity by identifying gaps, recommending enhancements, facilitating governance activities, improving reporting and metrics, and promoting consistent execution across the organization. The role acts as a central point of coordination for incident management practices and helps ensure the program evolves as business requirements, operational needs, and supporting technologies mature.
Requirements
- Strong understanding of incident management principles, processes, and data center industry best practices.
- Knowledge of IT Service Management (ITSM) frameworks, including incident, problem, change, and service request management.
- Understanding of operational governance, compliance, and process improvement methodologies.
- Knowledge of incident communications, stakeholder engagement, and escalation management practices.
- Familiarity with KPI development, operational reporting, trend analysis, and performance measurement.
- Understanding of process documentation, policy implementation, and organizational adoption practices.
- Knowledge of ITSM platforms and workflows, preferably ServiceNow.
- Understanding of post incident reviews, corrective action management, and continuous improvement techniques.
- Awareness of operational risk management and the impact of incidents to business operations and clients.
- Process oriented with a passion for operational excellence and continuous improvement.
- Self-motivated and capable of working independently with minimal supervision.
- Highly organized and able to manage multiple priorities simultaneously.
- Collaborative and able to build credibility and influence within a matrixed organization.
- Persistent and proactive in driving action and follow through.
- Comfortable working in a developing and evolving environment with changing priorities.
- Naturally inquisitive and motivated to challenge existing practices constructively.
- Professional, resilient, and confident when engaging with stakeholders at various organizational levels.
- Results oriented with a strong sense of accountability and ownership.
- High School Diploma required
- Bachelor’s degree in information technology, Operations Management, or a related field or equivalent combination of education and relevant professional experience normally obtained with 4-6 years of related experience.
- 5+ years of experience in incident management, service management, IT operations, operational governance, process management, operational excellence, data center operations, or a related discipline.
- Experience coordinating cross functional initiatives involving multiple stakeholders.
- Experience developing or maintaining process documentation, procedures, standards, or governance materials.
- Experience producing operational reports, dashboards, scorecards, and management presentations.
- Experience leading meetings, workshops, governance forums, or stakeholder review sessions.
- Experience tracking action plans, managing follow up activities, and driving accountability across teams.
- Experience identifying process improvement opportunities and supporting implementation of corrective actions.
- Experience working within a matrixed or global organization.
- Experience utilizing ITSM platforms such as ServiceNow, Remedy, Jira Service Management, or equivalent.
- Primarily sitting with some walking, standing, and bending.
- Able to hear and speak on the telephone.
- Close visual work on a computer terminal.
- Dexterity of hands and fingers to operate any required to operate computer keyboard, mouse, and other technical instruments.
- Primarily remote, with occasional on site collaboration as required.
- Flexibility to work across global time zones. Ability to participate in meetings and activities outside of normal business hours on occasion to support global stakeholders across multiple time zones
- Ability to travel domestically and internationally as business needs require. (~10%).
- Must possess a valid U.S. passport or be able to obtain and maintain a valid U.S. passport.
Responsibilities
- Support the ongoing maturity and continuous improvement of the GDC Incident Management Program.
- Identify process gaps, improvement opportunities, and recommendations to enhance program effectiveness, adoption, and consistency.
- Assist in the development and implementation of incident management policies, standards, and procedures.
- Lead incident management governance meetings, working sessions, and post-incident reviews.
- Partner with stakeholders across the Americas, Europe, APAC, Japan, and India to drive alignment and adoption of incident management standards.
- Coordinate and track actions, decisions, risks, and improvement initiatives.
- Develop, maintain, and improve incident communication templates, standards, and supporting documentation.
- Ensure incident communications and documentation align with established policies and governance requirements.
- Support awareness and training activities related to incident management practices.
- Develop and maintain incident management reporting, dashboards, and performance metrics.
- Analyze incident trends and provide recommendations for process, governance, and operational improvements.
- Track corrective actions and support continuous improvement initiatives across the program.
- Collaborate effectively with teams and stakeholders across multiple regions and time zones.
- Demonstrate flexibility to support global business operations, including occasional early morning or evening meetings to accommodate international stakeholders.
- Other duties as assigned.
Benefits
- annual bonus
- paid time-off
- medical
- dental
- vision benefits
- life and supplemental insurance
- short-term and long-term disability
- flexible spending account
- 401k retirement plan
- monthly stipend is provided to cover expenses associated with working remotely and use of a personal mobile device, if applicable
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
