Incident Response Lead

Our client is a technical consulting company specializing in operational services for the high-tech industry. They specialize in helping platform and infrastructure teams operate multi-cloud environments, execute complex migrations, and enable seamless app deployments. Your Role Incident & Problem Management Lead end-to-end incident response, triage, communication, and resolution in real time. Act as Service Operations & Reliability 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. 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. 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 stren