Incident Commander

Description

The company is rapidly scaling its enterprise escalation and incident management capability and is seeking three elite-level Incident Commanders to lead its most critical technology incidents. This is not a developing or mid-level role - these are battle-tested leaders who have run major incident calls at large-scale enterprise environments and can direct hundreds of engineers under pressure without losing situational awareness or decision-making clarity.

The Incident Commander owns the room. They make rapid, high-stakes decisions, direct resources in real time, and serve as the primary voice to leadership and stakeholders during enterprise-level outages and crises. This role is being built to operate at the highest level of The IT escalation function, with direct visibility to the CIO and executive leadership.

How You'll Spend Your Time

Command & Real-Time Decision Making

You'll lead major incident calls from start to resolution - running the room, directing large groups of engineers and technical teams, and making rapid decisions under pressure with incomplete information. When an enterprise-level outage hits, you're the person everyone looks to. You assess the situation, cut through the noise, and drive the response forward without hesitation.

Situation Assessment & Operational Control

You'll continuously evaluate the current state of an incident - validating information, identifying gaps, and ensuring the response is focused on the right problems. You maintain operational control throughout the incident lifecycle, coordinating across IT domains and escalating to peer directors or executive leadership when the situation demands it.

Resource Direction & Cross-IT Coordination

You'll direct resources and personnel in real time - determining who needs to be on the call, who needs to be paged, and where engineering effort should be focused at any given moment. You'll coordinate across multiple IT teams simultaneously, cutting through organizational complexity to drive unified response.

Executive Communication & Stakeholder Management

You'll serve as the primary spokesperson during major incidents - communicating clearly and confidently to senior leadership, the CIO, and other executive stakeholders. Your ability to translate technical chaos into clear, business-focused situational updates is as important as your ability to run the technical response.

Post-Incident Leadership & Continuous Improvement

Following major incidents you'll lead or contribute to post-incident reviews - assessing response effectiveness, identifying systemic gaps, and driving recommendations that prevent recurrence. You'll also contribute to the ongoing development of the enterprise escalation function as it scales.

Immediate Priorities - First 90 Days:

-Integrate into The company enterprise escalation model and establish command presence - demonstrating the ability to run major incident calls independently from day one without coaching on process or protocol

-Build working relationships with key engineering leads, IT directors, and executive stakeholders across the organization so that when an incident hits, you already know who to call and how to move them

-Contribute to the development and refinement of the enterprise escalation operating model as the team scales from its current state to full 24/7 coverage capacity

Ongoing Responsibilities:

-Lead enterprise-level major incident calls - running the room, directing engineers, and driving resolution for the most complex, highest-impact outages across The company technology environment

-Make rapid, high-stakes decisions during active incidents with incomplete information and significant business pressure

-Maintain situational awareness across multiple concurrent work streams during complex incidents - knowing what's happening, what's not happening, and what needs to change

-Direct Incident Managers and support staff during incidents - delegating task tracking, documentation, and coordination responsibilities so you can stay focused on command

-Serve as primary communicator to leadership and executive stakeholders during major incidents - providing clear, accurate, business-focused updates under pressure

-Coordinate with peer directors and executive leadership when incident severity demands escalation beyond the team

-Lead post-incident reviews for major events - assessing response effectiveness and driving systemic improvements

-Contribute to AI prompt automation initiatives that capture incident data, generate executive summaries, and support post-incident review generation

-Support the design and deployment of early-warning systems that correlate signals across Pager Duty, Service Now, Grafana, Slack, and Microsoft Teams to identify potential outages proactively

-Operate on a rotating 12-hour shift schedule (6am-6pm / 6pm-6am) with day/night rotation approximately every two weeks

Skills

Incident management, Incident response

Top Skills Details

Incident management,Incident response

Additional

Skills &…