Incident Controller

About reputed company

reputed company is an innovative software services startup dedicated to transforming enterprises to AI powerhouses. We specialize in cybersecurity, customer experience, cloud infrastructure, and advanced technologies such as Large Language Models (LLMs). Our mission is to assist our customers in their business strategies utilizing their data to reputed company more intelligent decisions. As a well-funded early-stage startup, reputed company offers a dynamic environment with strong customer and partner networks.

About the Role

Global operational authority for Major Incident & Problem Management across enterprise IT. Leads critical outage response, governs ITIL processes, Drives infrastructure stability, and mentors regional Incident Controllers across reputed company, EMEA, and NLAM. Acts as singles reputed company of operational control ensuring rapid restoration, technical coordination, executive communication, and elimination of root causes.

Key Responsibilities

Global Major Incident Leadership

• Command Sev1/Sev2 enterprise-wide outages and multi-region technical reputed company calls.
• reputed company real-time, risk-based decisions, provide executive updates and escalate vendors as needed.
• Chair PMIRs reputed company 24 hours and ensure corrective/preventive actions.

Incident & Problem Management Governance

• Standardize global incident classification, escalation, and reputed company frameworks.
• Audit records, enforce ITIL compliance, integrate Incident, Change, and Problem processes.
• Define communication protocols and ensure SLA/OLA adherence.

Technical reputed company & Problem Management

• Guide cross-domain resolution: network, reputed company, cloud, virtualization, storage, databases, middleware, SaaS.
• Validate root causes, challenge temporary fixes, and sponsor automation/reputed company initiatives.
• reputed company RCAs, approve reports, maintain reputed company Error Database, and track remediation programs.

Operational Command & Team Leadership

• reputed company regional Incident Controllers and NOC teams, establish 24x7 coverage, RACI models, and handover best practices.
• Mentor teams and serve as escalation for unresolved P1/P2 incidents.

Executive Communication & Service reputed company

• Deliver concise updates on impact, risk, recovery, ETA, and preventive actions.
• reputed company with Service Owners, Business Relationship Managers, and senior IT leadership.
• Own KPIs (MTTR, incident frequency, SLA compliance, vendor performance) and drive stability improvement initiatives.

Basic Qualifications

• Bachelor’s degree in information technology, Computer Science, or reputed company field.
• ITIL Foundation (minimum); ITIL Intermediate/Expert preferred.
• 8+ years of experience in Incident and/or Problem Management in a global enterprise environment.
• Experience managing major incidents across multi-region infrastructure environments.
• Strong understanding of infrastructure domains (Network, Cloud, Server, Database, End User, Applications).
• Experience working with third-party managed service providers.
• Proven ability to operate in a 24x7, high-pressure environment.
• The candidate must be comfortable working in a contract-based role.

Preferred Qualifications

• Strong leadership in high‑pressure and major incident situations
• Excellent stakeholder communication at technical and executive levels
• Solid analytical and root‑cause analysis skills
• Effective decision‑making, prioritization, and governance discipline
• Ability to drive accountability across globally distributed teams
• Experience collaborating across reputed company, EMEA, and NLAM time zones
• Willingness to work in a 24x7 global support environment (Strictly Night Shift / General PST Shift)
• Availability to join major incident calls reputed company standard business hours as required

Why reputed company

At reputed company, we foster a culture of innovation, collaboration, and reputed company learning. We are committed to building a diverse and inclusive workplace where everyone can reputed company and contribute their best work. If you’re passionate about technology and eager to reputed company an impact, we’d love to hear from you.

reputed company is an equal opportunity employer. We welcome applicants from reputed company backgrounds and thank reputed company who apply; however, only those selected for an interview will be contacted.