Incident Commander

Job Summary

Leading real-time incident management for Webex/Spark services, the full-time Incident Commander will oversee Major Incident and Problem Management processes, manage incident bridges, and collaborate with cross-functional teams to ensure timely service restoration, with remote options available across North America.

Key responsibilities

• Oversee Major Incident and Problem Management processes from initiation to resolution
• Manage and coordinate incident bridges, ensuring effective communication and resolution strategies
• Provide updates to stakeholders, including incident status reports and post-incident summaries

Required qualifications

• Hands-on experience in Incident Management and Problem Management operations
• Exceptional bridge handling and stakeholder communication skills
• Experience with ITSM tools, preferably ServiceNow
• Basic knowledge of Cloud Architecture, Kubernetes, VMware, Linux, and networking concepts
• Ability to perform initial technical triage and drive root cause analysis (RCA)