Senior Incident Manager (infrastructure and Data Center Experience)

Job Summary

The Senior Incident Manager leads the Digital Customer Operations Incident Management function, ensuring effective incident handling, communication, and continuous service improvement. The role also drives transformation and innovation within Incident Management.

Responsibilities

• Manage the complete Incident Management lifecycle for all priorities globally.
• Lead and develop the Incident Management team to ensure consistent process adherence and delivery.
• Monitor incident queues worldwide, track SLA compliance, and identify risks affecting restoration times.
• Coordinate communication and escalation among resolver teams, Customer Support Team Leaders, and stakeholders.
• Chair incident governance meetings reviewing key metrics like MTTA, MTTR, SLA, backlog, and communication quality.
• Analyze trends to identify opportunities for process improvements, automation, and training.
• Ensure accurate documentation and closure of incidents linked to related Problems or Changes.
• Serve as Major Incident Manager during critical events, leading teams, communicating with executives, and producing post-incident reports.

Requirements

• Proven skills in Self & Business Leadership, Continuous Improvement, and Digitalization.
• Bachelor’s degree in IT, Computer Science, Telecommunications, Business Information Systems, or related field, or equivalent experience.
• Expertise in Major Incident Management including command, coordination, escalation, and stakeholder communication.
• Strong stakeholder and customer management skills with confidence engaging senior customers and executives.
• Clear and authoritative communication abilities including crisis and executive briefings.
• Influence, negotiation, and decision-making skills in high-pressure, cross-functional settings.
• Problem-solving and analytical skills focused on service restoration and continuous improvement.
• Awareness of change and risk management ensuring incident resolution aligns with controls.
• Collaboration and leadership across Customer Support, Technical Support, Engineering, SRE, Problem, and Change teams.
• Knowledge of IT Service Management practices including Incident, Service Request, and Event Management.
• Professional certifications such as ITIL® 4 Foundation (mandatory), PRINCE2® Foundation or PMP® (preferred), COBIT® Foundation (preferred), ISO/IEC 20000 Foundation (preferred), and technical certifications like CCNA, CCNP, or cloud fundamentals (nice to have).

What the company offers

• Competitive benefits aligned with local market and employment status.
• Flexible work arrangements including up to 2 days/week remote work, flexible workdays, and up to 30 days/year remote work from any location.
• Employee wellbeing programs including 24/7 Employee Assistance Program and personalized health support platform.
• Access to professional development platforms and programs such as LinkedIn Learning, Microsoft Enterprise Skills Initiative, Airport Council International, Pluralsight, Harvard Business Publishing, and Stanford.

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