Incident Manager Lead - ACC Commander
Core
Lead enterprise response to major (M1/M2) incidents impacting critical business services, ensuring rapid restoration and minimizing disruption.
Role type
Senior IC Incident Manager Lead / ACC Commander
Builds
Service restoration for critical business services
Domain
IT Operations / IT Service Management (ITIL)
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Cross-functional team leadership, ITIL 4 Incident Management, major incident declaration and escalation, stakeholder communication, root cause analysis, SLA management, incident prioritization, metrics tracking, audit documentation, ITSM tool proficiency, monitoring/observability tool usage, post-incident review leadership, crisis decision-making
Preferred skills
ITIL 4 Practitioner certification, ServiceNow certification (CSA or ITSM specialization), automation recommendation, trend analysis
Technologies
ServiceNow, Dynatrace, Splunk, Datadog, AppDynamics
Responsibilities
Lead end-to-end command and control for major incidents, coordinate cross-functional teams for service restoration, deliver timely communications to executives and technical teams, execute incident management activities per ITIL 4, coordinate with Problem Management for root cause analysis, lead post-incident reviews, analyze incident trends to drive improvements
Seniority
Senior, hands-on IC
