We are seeking a highly accomplished Principal Incident Commander / Director – Incident Management to lead enterprise-wide response to critical incidents across complex, large-scale, and globally distributed infrastructure environments. This role operates at the intersection of technology leadership, crisis management, and business continuity, requiring the ability to make high-stakes decisions, influence senior stakeholders, and drive rapid resolution during mission-critical outages. The individual will serve as the ultimate authority during major incidents, ensuring minimal business disruption and long-term resilience. Requirements Strategic Responsibilities • Own and lead enterprise-level incident management strategy across global operations. • Act as the executive Incident Commander for P0/P1 incidents impacting business-critical systems. • Establish and drive incident governance frameworks, SLAs, and response protocols • Lead cross-functional crisis response involving Network, Cloud, Infrastructure, Security, and Field Operations • Influence and align with C-suite and senior leadership during high-impact incidents • Drive business continuity and service resilience initiatives Operational Leadership • Command and orchestrate war rooms and global bridge calls with multiple stakeholders • Serve as the highest escalation point for critical outages and service disruptions. • Ensure rapid triage, containment, and resolution of incidents with minimal downtime • Drive real-time decision-making under ambiguity and pressure • Oversee post-incident reviews and enforce accountability across teams Technical Expertise • Deep expertise in enterprise networking and distributed systems: • BGP, OSPF, EIGRP, TCP/IP, QoS • WAN, SD-WAN, Data Center architectures (Spine-Leaf) • Strong understanding of: • Load balancing, DNS, DHCP, Network Security • Latency, packet loss, and performance optimization • Familiarity with cloud platforms and hybrid infrastructure environments • Ability to engage in hands-on technical triage when required • Lead Root Cause Analysis (RCA) at an organizational level • Drive preventive engineering, automation, and process maturity • Establish a culture of proactive monitoring and early detection • Enhance incident response playbooks, runbooks, and training programs Preferred Qualifications • ITIL Expert / Advanced Incident Management certifications • Exposure to Disaster Recovery (DR) & Business Continuity Planning (BCP) • Experience with automation, observability platforms, and AI-driven monitoring • Track record of driving transformation in incident management practices • 5 to 7 years of experience in Network Engineering, SRE, NOC, or Cloud Operations • Proven experience handling enterprise-scale, high-impact incidents globally • Prior experience in large enterprises / telecom / hyperscalers / global tech organizations • Strong leadership presence with the ability to influence without authority • Experience working in 24x7, mission-critical environments Benefits • Health insurance coverage for employees and their families. • Retirement savings plan with employer matching contributions. • Opportunities for professional development and advancement within the organization.