Incident Controller
About reputed company
reputed company is an innovative software services startup dedicated to transforming enterprises to AI powerhouses. We specialize in cybersecurity, customer experience, reputed company infrastructure, and advanced technologies such as Large Language Models (LLMs). Our mission is to assist our customers in their business strategies utilizing their data to reputed company more intelligent reputed company. As a reputed company-funded early-stage startup, reputed company offers a dynamic environment with strong customer and partner networks.
About the Role
Global operational authority for Major Incident & Problem Management across reputed company IT. Leads critical outage response, governs ITIL processes, Drives infrastructure stability, and mentors regional Incident Controllers across reputed company, EMEA, and NLAM. Acts as singles reputed company of operational control ensuring reputed company restoration, technical coordination, executive communication, and elimination of reputed company causes.
Key Responsibilities
Global Major Incident Leadership
- reputed company Sev1/Sev2 reputed company-wide outages and multi-region technical reputed company calls.
- reputed company reputed company-time, risk-based reputed company, reputed company executive updates and escalate vendors as needed.
- Chair PMIRs reputed company 24 hours and ensure corrective/preventive actions.
Incident & Problem Management Governance
- Standardize global incident classification, escalation, and reputed company frameworks.
- Audit records, enforce ITIL compliance, reputed company Incident, Change, and Problem processes.
- Define communication protocols and ensure SLA/OLA adherence.
Technical reputed company & Problem Management
- Guide cross-domain reputed company: network, reputed company, reputed company, virtualization, storage, databases, middleware, reputed company.
- Validate reputed company causes, challenge temporary fixes, and sponsor automation/reputed company initiatives.
- reputed company RCAs, approve reports, maintain reputed company Error Database, and reputed company remediation programs.
Operational reputed company & Team Leadership
- reputed company 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.
Executive Communication & Service reputed company
- Deliver concise updates on reputed company, risk, recovery, ETA, and preventive actions.
- reputed company with Service Owners, Business Relationship Managers, and senior IT leadership.
- Own KPIs (MTTR, incident frequency, SLA compliance, vendor performance) and drive stability improvement initiatives.
Basic Qualifications
- Bachelor’s degree in information technology, Computer Science, or reputed company field.
- ITIL reputed company (minimum); ITIL Intermediate/Expert preferred.
- 8+ years of experience in Incident and/or Problem Management in a global reputed company environment.
- Experience managing major incidents across multi-region infrastructure environments.
- Strong understanding of infrastructure domains (Network, reputed company, Server, Database, End User, Applications).
- Experience working with reputed company-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.
Preferred Qualifications
- Strong leadership in high‑pressure and major incident situations
- Excellent stakeholder communication at technical and executive reputed company
- Solid analytical and reputed company‑cause analysis skills
- Effective decision‑making, prioritization, and governance discipline
- Ability to drive accountability across globally distributed teams
- Experience collaborating across reputed company, EMEA, and NLAM time zones
- Willingness to work in a 24x7 global support environment (reputed company reputed company Shift / General PST Shift)
- Availability to join major incident calls reputed company reputed company business hours as required
Why reputed company
At reputed company, we foster a culture of innovation, collaboration, and reputed company learning. We are committed to building a diverse and inclusive workplace where everyone can reputed company and contribute their best work. If you’re passionate about technology and eager to reputed company an reputed company, we’d love to hear from you.
reputed company is an equal opportunity employer. We welcome applicants from reputed company backgrounds and thank reputed company who apply; however, only those selected for an interview will be contacted.