Essential Duties and Responsibilities:

- 1. Lead and define the strategic vision for Incident and Problem Management, aligning processes with business objectives, risk frameworks, and regulatory requirements.

- 2. Establish, enhance, and mature ITIL-based Incident and Problem Management processes to ensure efficient service restoration and operational excellence.

- 3. Provide centralized command and control for all critical technology incidents across a complex enterprise environment.

- 4. Lead a global 24x7 follow-the-sun operations model to manage incident triage, escalation, and resolution across diverse stakeholders.

- 5. Drive rapid service restoration while ensuring clear understanding and communication of business impact and customer experience.

- 6. Establish clear accountability, ownership, and structured governance during high-severity incidents and complex issue scenarios.

- 7. Drive root cause analysis and implement preventive measures to minimize recurring incidents and improve system resilience and availability.

- 8. Lead continuous improvement initiatives to reduce MTTR, optimize processes, and enhance overall service reliability.

- 9. Collaborate with cross-functional teams including engineering, infrastructure, cybersecurity, and business units to improve end-to-end technology health.

- 10. Partner with enterprise stakeholders and third parties to drive accountability in system quality, monitoring, documentation, and support processes.

- 11. Deliver clear, concise, and timely communications during incidents and provide structured post-incident reporting to technical and non-technical audiences.

- 12. Develop and maintain knowledge management practices to enhance incident resolution efficiency and organizational learning.

- 13. Establish and track KPIs and metrics to measure performance, drive data-driven improvements, and enhance operational efficiency.

- 14. Own first-line risk responsibilities by identifying, assessing, and mitigating operational risks in collaboration with risk, audit, and regulatory functions.

- 15. Build, lead, and mentor a high-performing global team, fostering a culture of collaboration, accountability, and continuous improvement.

Required Qualifications:

- 1. Bachelors degree in a relevant field or equivalent combination of education and experience.

- 2. Extensive leadership experience in enterprise-scale IT operations, including production support and global team management.

- 3. Proven expertise in Incident and Problem Management within complex, 24x7 environments, with strong command and control capabilities.

- 4. Strong grounding in ITIL frameworks and service management best practices, with relevant certifications.

- 5. Deep technical knowledge across distributed systems, mainframe, and cloud platforms (AWS/Azure) along with enterprise infrastructure.

- 6. Broad understanding of data center operations, networking, security, virtualization, and middleware technologies.

- 7. Demonstrated ability to build and lead high-performing global teams while driving operational maturity and excellence.

- 8. Strong communication, stakeholder management, and executive engagement skills.

- 9. Strategic mindset with a proactive approach to risk management, issue prevention, and continuous improvement.

Preferred Qualifications:

- 1. Experience in training, coaching, and capability development.

- 2. Familiarity with ITIL and ISO 20000 standards, with relevant certifications.

- 3. Strong executive-level communication and presentation skills.

- 4. Broader experience across IT Service Management disciplines, including Change, Request, Knowledge, and Availability Management.

- 5. Exposure to environments integrating Service Management with Site Reliability Engineering (SRE) practices.

- 6. Experience working in multi-platform, complex technology environments.