Director of Incident Management

Job Summary

A company is looking for a Director of Incidents and Escalations.

Key Responsibilities

• Lead and coordinate the resolution of major incidents, ensuring efficient triage, response, and communication
• Serve as the primary escalation point for complex customer issues, collaborating with senior leadership to drive solutions
• Own the customer experience during high-severity incidents, ensuring clear communication and alignment among stakeholders

Required Qualifications

• 10+ years of experience in a technical support or operations role, with at least 5 years in a leadership position
• Proven experience leading cross-functional teams and managing critical incidents under high-pressure situations
• Strong understanding of computer storage technologies, infrastructure management, and performance monitoring tools
• Bachelor's degree in a technical field; an MBA or relevant master's degree is a plus
• ITIL certification or similar in incident management and service delivery is highly desirable