Director of Incident Management
Virtual Vocations Inc, New York, NY, United States
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
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