Vice President leading Incident Management across all data center locations at Switch. Establishing incident management frameworks and ensuring operational reliability with minimal customer impact.
Responsibilities
Own the enterprise Incident Management framework across all data center regions
Establish and enforce the Incident Commander model, including severity definitions, response objectives, and decision authority during high-impact events
Lead executive-level response for Sev1 through Sev3 incidents and ensure disciplined execution of emergency operating procedures
Define and maintain clear escalation paths across Mission Control, Site Operations, Maintenance, Engineering, Reliability, Change Management, and customer-facing teams
Maintain single-threaded ownership of the full incident lifecycle from detection through restoration and reporting
Standardize workflows, severity classifications, handoffs, and authority boundaries across all campuses
Partner with Mission Control to ensure clear triage criteria, runbooks, and dispatch processes
Oversee After Action Reports and ensure root causes, contributing factors, and systemic risks are fully evaluated
Drive corrective action plans and ensure long-term remediation is tracked to completion
Establish performance metrics, trend analysis, and reporting that improve operational resilience
Serve as executive escalation point for major incidents and ensure clear internal and customer communications
Build and lead an Incident Management leadership structure aligned across all regions
Requirements
12 or more years of leadership experience in data center operations, mission-critical infrastructure, or large-scale operational environments
Proven experience leading major incident response or command-and-control structures
Deep understanding of ITIL Service Support disciplines, including Incident, Problem, and Change Management
Experience establishing enterprise-wide operational standards across multiple sites or regions
Demonstrated success influencing executive stakeholders and cross-functional teams
Exceptional written and verbal communication skills, especially during high-visibility events
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