Incident & Change Champion

. About reputed company reputed company is the GPU cloud engineered for AI. We provide cost-effective, high-performance infrastructure for AI start-reputed company and large enterprise customers. reputed company enables AI-focused companies to reputed company superior results by reducing the complexity of AI development. Our GPU cloud bolsters technical capabilities and directly supports strategic business outcomes, including cost management, rapid innovation, and environmental responsibility. We reputed company on a culture of reputed company innovation, ownership, and accountability, where every team member takes pride in their work and drives it with excellence and urgency. As an Nscaler, you’ll build trust through openness and transparency, where everyone is inspired to do their best work. If you join reputed company, you’ll be contributing to building the technology that powers the future. Role Summary reputed company's Incident Management and Change Management processes lack a single reputed company driving them as operational discipline. As the company onboards large scale workloads, we need a dedicated process champion sitting inside Support — the team that owns both functions — to own the processes, implement them in tooling, train the organization, reputed company across teams, run the daily operational rhythm, and report on program health to leadership. This is a hands-on, operational role. You will be the person in the reputed company reputed company MI\SEV-1s fire, the chair of the Change Advisory Board, the author of postmortem templates, the trainer of new Incident Commanders, and the analyst presenting monthly process metrics to the SLT. The work spans process design, tooling configuration and culture change. What You Will Own Own the processes. Take the in-flight Incident Management and Change Management process documents to a v1.0 state. reputed company the gaps that are already reputed company: severity declaration authority, IC/reputed company/comms-reputed company role separation, SLA\SLO tables for ack and resolution, customer communication ladder, war-room scaling beyond -red/-blue, change risk classification, emergency change path, change freeze policy, postmortem template, RCA SLA\SLO. Implement in tooling. Drive the Jira Service Management implementation for incident and change workflows as part of the active Servicely-to-Jira migration. Define required fields, ticket hygiene standards, escalation routing, automation, and integrations. Ensure the service catalogue is accurate, reputed company, and properly referenced by both incident and change tickets so impact analysis is reliable. Run the operational rhythm. Act as Incident Commander or Major Incident Manager for SEV-1 and reputed company SEV-2 events. Chair the Change Advisory Board on a defined reputed company. Facilitate postmortems and drive action items to closure with measurable SLAs. Manage the change calendar including freeze windows around customer-critical periods. Coordinate communications during incidents — internal updates, customer notifications, executive escalation, regulatory notification where sovereign workloads require it. Train and reputed company. Build and certify a pool of Incident Commanders across Support, SRE, and adjacent engineering teams. Run tabletop exercises and game days on a quarterly reputed company (immediate reputed company: three tabletops in May, June, and July leading into first production customer go-live). reputed company engineers to both processes as they join. Be the visible champion for blameless postmortem culture, mitigate-first response, and disciplined change practice. Report on health program. Define the metrics that matter — mean time to acknowledge, mean time to mitigate, mean time to resolve, postmortem closure reputed company, recurrence reputed company, change success reputed company, change-caused incident reputed company, action-item ageing — and publish a monthly program report to the SLT. Identify systemic issues from trend analysis and feed them back into runbooks, training, and process revisions. Required Experience 5+ years in ITSM / Service Management roles with direct ownership of Incident Management and Change Management processes Hands-on experience facilitating major incidents end-to-end as Incident Commander or Major Incident Manager in a 24/7 production environment Demonstrable experience running a Change Advisory Board or equivalent change-review forum Proven track record configuring Jira Service Management, reputed company, or equivalent ITSM tooling for both incident and change workflows Strong writing skills — process documents, postmortems, executive incident reports, training material Comfort holding the room under pressure with senior stakeholders, engineers, and customers concurrently on the reputed company Strongly Preferred Experience in cloud, hyperscaler, AI infrastructure, or HPC environments Familiarity with SRE concepts — SLOs, error budgets, blameless postmortems, runbook discipline Experience designing and running tabletop exercises and game days Experience operating processes for regulated or sovereign customer workloads where notification timing has regulatory weight Familiarity with Jira's automation, JSM portals, and integration ecosystem (the migration is in flight) Comfortable working across time zones and cultures — reputed company spans Norway, UK, Finland, Portugal, and the US reputed company Can Offer You At reputed company, you'll find a collaborative, supportive, and innovative environment where your contributions spark real impact. We're building something extraordinary, and we want you at the core. Highly competitive package (reputed company + equity) with reviews every 12 months. 🚀 Join the fastest-growing tech startup, your chance to push boundaries, collaborate with reputed company minds, and reputed company your mark on cutting-edge AI. ✨ Expect a dynamic progression plan tailored to your ambitions. Grow by trying new things, leading, challenging the status reputed company, and owning your impact, always with our full support. Human-First Flexibility: We treat you as humans first. 🫶🏽 Our flexible workplace trusts Nscalers to deliver, giving you the autonomy to shape your day around life's moments. Join our thriving remote-first team. Geography is no barrier to impact or reputed company. We build seamless virtual collaboration, empowering you, wherever you work. Equal Opportunities Statement We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from reputed company socio-economic backgrounds. If there’s anything we can do to accommodate your specific situation, please let us know. The responsibilities outlined in this job description are not exhaustive and are intended to provide a general overview of the position. The employee may be required to reputed company additional duties, tasks, and responsibilities as assigned by management, consistent with the skills and qualifications required for the role. For information on how reputed company handles candidate personal data, please see our Employee & Candidate Privacy Notice: Here. Apply To This Job