Incident Management Commander

About This Role

Your Role Responsibilities? Here's What You'll Do.

• Take overall command and lead critical incident response operations; assess incidents, define priorities, and implement incident action plans while ensuring timely and accurate notifications are sent until P1 incidents are resolved.
• Maintain internal record keeping for the progress of incidents throughout the lifecycle, control escalations, and engage appropriate individuals and teams as required to speed up resolution.
• Provide necessary guidance and support to resolver groups, manage escalations during P1 incident resolution, and ensure proper handover when incident duration spans multiple shifts.
• Provide inputs to Problem Management for Root Cause Analysis (RCA) and keep relevant internal and external stakeholders updated throughout the incident lifecycle.
• Act as the process owner for all organizational change management activities; develop, maintain, and enforce change management policies, standards, and procedures.
• Collaborate with IT, Operations, and business stakeholders to evaluate and authorize change requests; track change metrics, generate reports, and continuously improve the change management process.

Role Essentials

• Bachelor's degree or equivalent experience, with a minimum of 8 years of proven experience in incident management, emergency response, or related fields.
• Demonstrated experience in change management process ownership, with strong leadership, decision-making, and problem-solving skills.
• Excellent communication and interpersonal skills, with demonstrated ability to influence, motivate, and mobilize team members and business partners.
• Practical experience using Service Management tools and methodologies, with good business and technology acumen.
• Ability to manage multiple priorities and work under pressure, with demonstrated ability to operate at the highest level of integrity, professionalism, and forthrightness.

What We'd Like to See (Preferred Skills)

• Experience in escalation and risk management within complex, fast-paced environments.
• Sharp, fast learner with technology curiosity and aptitude, able to thrive in a fast-paced, deadline-driven environment.
• Good ability to develop and use engaging, informative, and compelling presentation methodologies.
• Experience providing guidance, training, and support to teams on change management practices.
• Experience tracking change metrics, generating reports, and continuously improving change management processes.

About Hyland

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Equal Opportunity Statement