Global Program Manager – Incident Response Center
Tasks
- Communicate service health risks and improvement initiatives
- Conduct client executive governance forums
- Coordinate major incident escalation and cross functional response
- Coordinate with engineering infrastructure data center network and security teams
- Define and enforce standard operating procedures
- Develop real time dashboards and executive reporting
- Drive continuous improvement and service maturity roadmap
- Identify performance gaps operational risks and capacity constraints
- Lead post incident reviews and actionable accountability
- Manage incident lifecycle intake triage escalation resolution closure
- Oversee follow-the-sun operations
- Provide global leadership for incident response center
- Track and govern KPIs SLAs and operational metrics
Perks/Benefits
- N/A
Skills/Tech-stack
24x7 operations | Business Intelligence | Dashboards | Escalation management | Follow The Sun | ITIL | Incident Management | Incident review | Jira | Lean | MTTA | MTTR | NOC | Post-incident review | Real Time | Real-time monitoring | SLA | SLI | ServiceNow | Six Sigma | SoC | Ticketing systems
Education
N/A
Roles
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