Service Delivery and Incident Response Lead

About the job

We're looking for a Service Delivery & Incident Response Lead who thrives at the intersection of people's leadership, operational reliability, and continuous improvement. You'll lead engineers supporting mission-critical cloud and infrastructure environments, ensuring stability, responsiveness, and operational excellence 24×7.

This role combines real-time incident command with team development, process optimization, and cross-functional collaboration to keep our systems and our team performing at their best.

Your Role

People & Team Leadership

• Lead, coach, and mentor IT engineers to build strong technical and leadership capabilities
• Set clear performance goals aligned with our Beliefs, Vision, Mission, Methods (BVMM)
• Conduct 1:1s, performance reviews, and career growth discussions
• Foster a culture of ownership, collaboration, and continuous learning
• Maintain balanced workloads, shift coverage, and clear succession plans to sustain healthy 24×7 operations

Service Operations & Reliability

• Oversee daily service health, capacity, and reliability across all supported environments
• Ensure compliance with operational KPIs through proactive planning and improvement
• Balance demand vs. capacity and manage shift coverage to prevent burnout
• Partner with engineering teams to maintain runbooks, knowledge bases, and escalation paths
• Drive automation and workflow optimization to reduce manual overhead
• Use data insights to guide decisions and improvements

Incident & Problem Management

• Lead end-to-end incident response, triage, communication, and resolution in real time
• Act as Incident Commander for high-impact events across a global environment
• Track and improve metrics like MTTD, MTTM, and MTTR
• Champion blameless Post-Incident Reviews (PIRs) and translate learnings into long-term system and process improvements

Strategic & Cross-Functional Impact

• Represent in customer reviews, operational syncs, and briefings
• Collaborate with SREs, product owners, and partner engineers to align priorities and reliability goals
• Contribute to frameworks and governance initiatives
• Lead service onboarding/off-boarding and strengthen operational readiness checkpoints
• Identify and close systemic operational gaps through process and tool improvements

Your Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline
• 3+ years in Service Delivery, Incident Response, or Operations Leadership within enterprise-scale, 24×7 environments
• Proven experience managing technical teams, driving performance, and leading through critical situations
• Strong grounding in ITSM / ITIL principles (Incident & Problem Management)
• Familiarity with cloud, distributed systems, or enterprise infrastructure
• Skilled in monitoring, alerting, and ticketing tools (e.g., PagerDuty, Datadog, Grafana, Splunk, ServiceNow).

Core Competencies

• People and Performance Leadership
• Incident Command and Escalation Management
• Analytical and Problem-Solving Skills
• Communication and Decision-Making Under Pressure
• Root Cause and Post-Incident Analysis
• Operational Planning and Service Governance
• Stakeholder and Partner Management
• IT Service Management (Incident & Problem Management)
• Observability, Monitoring, and Automation Tools
• Passion for People Development, Operational Discipline, and Continuous Improvement

Good to Have

• ITIL V3 or V4 certification
• AWS Certified SysOps Administrator
• SRE Foundation or Crisis/Incident Management certifications
• Background in SRE practices and operational frameworks that promote reliability and automation

What You'll Help Us Maintain

• Enterprise-grade reliability: Ensuring highly available, resilient systems powering global business operations.
• Customer-grade experience: Seamless, always-on access to applications, cloud workloads, and core services.