Major Incident Commander

We are seeking a highly accomplished Principal Incident Commander / Director – 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.

• 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
  

• 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
  

• 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:
  
  • Load balancing, DNS, DHCP, Network Security
    
  • 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
  

• ITIL Expert / Advanced Incident Management certifications
  
• 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
  
• 5 to 7 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