About The Position
Hyland is seeking an experienced Incident Management Commander who will also serve as the Change Management Process Owner. This dual-responsibility role involves leading incident response operations while overseeing and maintaining the organization's change management processes. The ideal candidate combines strong leadership, strategic thinking, and process governance skills to ensure operational excellence and continuous improvement.
Requirements
- Bachelor's degree or equivalent experience, with a minimum of 8 years of proven experience in incident management, emergency response, or related fields.
- Demonstrated experience in change management process ownership, with strong leadership, decision-making, and problem-solving skills.
- Excellent communication and interpersonal skills, with demonstrated ability to influence, motivate, and mobilize team members and business partners.
- Practical experience using Service Management tools and methodologies, with good business and technology acumen.
- Ability to manage multiple priorities and work under pressure, with demonstrated ability to operate at the highest level of integrity, professionalism, and forthrightness.
Nice To Haves
- Experience in escalation and risk management within complex, fast-paced environments.
- Sharp, fast learner with technology curiosity and aptitude, able to thrive in a fast-paced, deadline-driven environment.
- Good ability to develop and use engaging, informative, and compelling presentation methodologies.
- Experience providing guidance, training, and support to teams on change management practices.
- Experience tracking change metrics, generating reports, and continuously improving change management processes.
Responsibilities
- Take overall command and lead critical incident response operations; assess incidents, define priorities, and implement incident action plans while ensuring timely and accurate notifications are sent until P1 incidents are resolved.
- Maintain internal record keeping for the progress of incidents throughout the lifecycle, control escalations, and engage appropriate individuals and teams as required to speed up resolution.
- Provide necessary guidance and support to resolver groups, manage escalations during P1 incident resolution, and ensure proper handover when incident duration spans multiple shifts.
- Provide inputs to Problem Management for Root Cause Analysis (RCA) and keep relevant internal and external stakeholders updated throughout the incident lifecycle.
- Act as the process owner for all organizational change management activities; develop, maintain, and enforce change management policies, standards, and procedures.
- Collaborate with IT, Operations, and business stakeholders to evaluate and authorize change requests; track change metrics, generate reports, and continuously improve the change management process.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
Number of Employees
501-1,000 employees
