Incident Commander

Job Title: Incident Commander

Location: Remote

Duration: / Term: 6+ months

Job Description:

Experience Desired: 12+ Years.

Key required skills

The Incident Commander is responsible for leading the end-to-end management of major production incidents across Telecom digital platforms, including Digital Commerce, Order Management, Payments, Mobile/Web Applications, and Customer Data systems. This role operates within a 24x7 centralized operations model and serves as the single point of command during high-severity incidents, ensuring rapid stabilization, clear decision-making, and effective stakeholder coordination.

The Incident Commander combines strong technical depth with exceptional communication skills to lead large, cross-functional teams under pressure, minimize customer and business impact, and restore services within defined SLAs.

Key Responsibilities

Major Incident Management & Command

• Act as the Incident Commander for Sev-1 and Sev-2 incidents across Telecom digital platforms.
• Own the incident lifecycle from detection through stabilization, resolution, and post-incident review.
• Lead incident bridge calls with a large number of technical, business, and executive stakeholders.
• Establish command-and-control during incidents, driving focus, accountability, and rapid decision-making.
• Ensure accurate impact assessment and prioritization based on customer, revenue, and regulatory impact.

Telecom Digital Platform Expertise

• Lead incident response across:

• Digital Commerce platforms (customer acquisition, checkout, promotions)
• Order Management and fulfillment systems
• Payments, billing integrations, and financial transaction flows
• Mobile and web applications
• Customer Information and data management platforms

• Quickly understand complex, distributed system interactions and failure modes.
• Provide technical direction and guidance during root cause identification and remediation.

Centralized Operations & 24x7 Support

• Operate within a centralized 24x7 operations model supporting mission-critical digital platforms.
• Coordinate across global onshore and offshore support teams, SREs, engineering, infrastructure, and vendors.
• Ensure adherence to incident response SLAs, escalation paths, and operational runbooks.
• Drive continuous improvement of incident response processes and tooling.

Stakeholder & Executive Communication

• Serve as the single, authoritative voice during incidents for internal and external stakeholders.
• Communicate incident status, impact, mitigation steps, and ETAs clearly and concisely.
• Manage executive-level updates and ensure consistent messaging across all forums.
• Handle high-pressure situations with confidence, clarity, and professionalism.

Technical Leadership & Problem Solving

• Lead technical troubleshooting efforts without necessarily being hands-on in code.
• Challenge assumptions, validate hypotheses, and drive teams toward data-driven resolution paths.
• Ensure effective use of monitoring, logging, and observability tools.
• Balance speed of recovery with risk, customer impact, and system integrity.

Post-Incident Review & Prevention

• Facilitate post-incident reviews (PIRs / RCAs) with engineering and operations teams.
• Ensure root causes are clearly identified and corrective actions are defined and tracked.
• Identify systemic issues and recommend long-term preventive measures.
• Drive improvements in platform resilience, monitoring, automation, and operational readiness
  

Key Skills:

Incident Management, Productions, SLAs