Description :

We are seeking a highly accomplished Major Incident Commander, Incident Management to lead enterprise-wide response to critical incidents across complex, large-scale, and globally distributed infrastructure environments.

This role operates at the intersection of technology leadership, crisis management, and business continuity, requiring the ability to make high-stakes decisions, influence senior stakeholders, and drive rapid resolution during mission-critical outages. The individual will serve as the ultimate authority during major incidents, ensuring minimal business disruption and long-term resilience.

Requirement :

Strategic Responsibilities :

- Own and lead enterprise-level incident management strategy across global operations.

- Act as the executive Incident Commander for P0/P1 incidents impacting business-critical systems.

- Establish and drive incident governance frameworks, SLAs, and response protocols

- Lead cross-functional crisis response involving Network, Cloud, Infrastructure, Security, and Field Operations

- Influence and align with C-suite and senior leadership during high-impact incidents

- Drive business continuity and service resilience initiatives

Operational Leadership :

- Command and orchestrate war rooms and global bridge calls with multiple stakeholders

- Serve as the highest escalation point for critical outages and service disruptions.

- Ensure rapid triage, containment, and resolution of incidents with minimal downtime

- Drive real-time decision-making under ambiguity and pressure

- Oversee post-incident reviews and enforce accountability across teams

Technical Expertise :

- Deep expertise in enterprise networking and distributed systems : BGP, OSPF, EIGRP, TCP/IP, QoS

- WAN, SD-WAN, Data Center architectures (Spine-Leaf)

- Strong understanding of :

a. Load balancing, DNS, DHCP, Network Security

b. Latency, packet loss, and performance optimization

- Familiarity with cloud platforms and hybrid infrastructure environments

- Ability to engage in hands-on technical triage when required

- Lead Root Cause Analysis (RCA) at an organizational level

- Drive preventive engineering, automation, and process maturity

- Establish a culture of proactive monitoring and early detection

- Enhance incident response playbooks, runbooks, and training programs

Preferred Qualifications :

- ITIL Expert / Advanced Incident Management certifications and good communication

- Exposure to Disaster Recovery (DR) & Business Continuity Planning (BCP)

- Experience with automation, observability platforms, and AI-driven monitoring

- Track record of driving transformation in incident management practices

- 6+ years of experience in Network Engineering, SRE, NOC, or Cloud Operations

- Proven experience handling enterprise-scale, high-impact incidents globally

- Prior experience in large enterprises / telecom / hyperscalers / global tech organizations

- Strong leadership presence with the ability to influence without authority

- Experience working in 24x7, mission-critical environments