Incident Management Program Lead

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The Incident Management Program Lead is responsible for coordinating, administering, and continuously maturing the Global Data Centers (GDC) incident management program, globally and regionally across GDC. This role serves as the operational lead for the program and works across the organization to improve the consistency, effectiveness, governance, and adoption of incident management practices. The position is responsible for developing and maintaining incident management standards, processes, communication templates, reporting, governance activities, and KPI tracking.

The role partners with operational teams, regional stakeholders, and technology partners to identify opportunities for improvement, drive process standardization, increase organizational maturity, and strengthen the company's overall incident management capabilities. In addition to supporting the day to day operation of the program, this position plays a key role in advancing incident management maturity by identifying gaps, recommending enhancements, facilitating governance activities, improving reporting and metrics, and promoting consistent execution across the organization.

The role acts as a central point of coordination for incident management practices and helps ensure the program evolves as business requirements, operational needs, and supporting technologies mature.

The Incident Management Program Lead is responsible for coordinating, administering, and continuously maturing the Global Data Centers (GDC) incident management program, globally and regionally across GDC. This role serves as the operational lead for the program and works across the organization to improve the consistency, effectiveness, governance, and adoption of incident management practices. The position is responsible for developing and maintaining incident management standards, processes, communication templates, reporting, governance activities, and KPI tracking.

The role partners with operational teams, regional stakeholders, and technology partners to identify opportunities for improvement, drive process standardization, increase organizational maturity, and strengthen the company's overall incident management capabilities. In addition to supporting the day to day operation of the program, this position plays a key role in advancing incident management maturity by identifying gaps, recommending enhancements, facilitating governance activities, improving reporting and metrics, and promoting consistent execution across the organization.

The role acts as a central point of coordination for incident management practices and helps ensure the program evolves as business requirements, operational needs, and supporting technologies mature.

• Support the ongoing maturity and continuous improvement of the GDC Incident Management Program.
• Identify process gaps, improvement opportunities, and recommendations to enhance program effectiveness, adoption, and consistency.
• Assist in the development and implementation of incident management policies, standards, and procedures.
• Lead incident management governance meetings, working sessions, and post-incident reviews.
• Partner with stakeholders across the Americas, Europe, APAC, Japan, and India to drive alignment and adoption of incident management standards.
• Coordinate and track actions, decisions, risks, and improvement initiatives.
• Develop, maintain, and improve incident communication templates, standards, and supporting documentation.
• Ensure incident communications and documentation align with established policies and governance requirements.
• Support awareness and training activities related to incident management practices.
• Develop and maintain incident management reporting, dashboards, and performance metrics.
• Analyze incident trends and provide recommendations for process, governance, and operational improvements.
• Track corrective actions and support continuous improvement initiatives across the program.
• Collaborate effectively with teams and…