Incident Controller in India at Jobgether
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Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Incident Controller based in India.
This role is focused on leading global incident response and ensuring operational stability across complex enterprise IT environments.
The position requires a strong leader who can coordinate high-priority incidents, drive rapid resolution, and improve service resilience.
You will act as the central point of control during critical outages, managing communication, escalation, and technical collaboration.
The role combines ITIL-based governance, problem management, executive reporting, and cross-functional coordination.
You will work with globally distributed teams across multiple regions, supporting continuous improvement and operational excellence.
This opportunity is ideal for an experienced professional who thrives in high-pressure environments and enjoys solving complex technology challenges.
You will play a key role in strengthening reliability, reducing downtime, and improving enterprise service delivery.
The Incident Controller will own global incident and problem management activities, ensuring effective response, governance, and continuous improvement across enterprise technology operations. The role requires strong operational leadership, technical understanding, and the ability to coordinate teams during critical situations.
- Lead Sev1 and Sev2 enterprise-wide incidents, managing technical bridge calls and coordinating rapid service restoration.
- Make real-time risk-based decisions, provide executive-level updates, and manage escalations with internal teams and external vendors.
- Conduct post-major incident reviews within defined timelines and ensure corrective and preventive actions are tracked to completion.
- Establish and maintain global incident management standards, including classification, prioritization, escalation paths, and communication procedures.
- Ensure compliance with ITIL practices and alignment between Incident, Change, and Problem Management processes.
- Guide technical teams across infrastructure domains including networking, security, cloud, virtualization, storage, databases, middleware, and SaaS platforms.
- Lead root cause analysis activities, validate remediation plans, and challenge temporary solutions to drive long-term improvements.
- Maintain knowledge repositories such as Known Error Databases and track ongoing resilience initiatives.
- Manage regional Incident Controllers and support 24x7 operational coverage models, including effective handovers and escalation processes.
- Mentor operational teams and provide leadership during unresolved high-severity incidents.
- Deliver clear communications regarding business impact, recovery progress, risks, and expected resolution timelines.
- Monitor operational KPIs including MTTR, incident trends, SLA compliance, and vendor performance to improve service reliability.
The ideal candidate is an experienced IT operations professional with strong expertise in incident and problem management within global enterprise environments. You should have excellent leadership capabilities, strong technical awareness, and the ability to operate effectively under pressure.
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- ITIL Foundation certification required; ITIL Intermediate or Expert certification preferred.
- 8+ years of experience in Incident Management, Problem Management, or related IT operations roles.
- Proven experience managing major incidents across global and multi-region technology environments.
- Strong understanding of enterprise infrastructure domains including network, cloud, servers, databases, end-user environments, and applications.
- Experience working with third-party managed service providers and vendor escalation processes.
- Demonstrated ability to operate in a 24x7 support environment and manage high-pressure situations.
- Strong leadership skills with the ability to coordinate globally distributed technical teams.
- Excellent communication skills with experience engaging both technical teams and executive stakeholders.
- Strong analytical and problem-solving abilities, including root cause analysis and service improvement planning.
- Ability to drive accountability, prioritize effectively, and maintain governance discipline.
- Experience collaborating across APAC, EMEA, and North American time zones is preferred.
- Flexibility to support night shifts, PST-aligned schedules, and major incident calls outside standard working hours.
- Comfortable working in a contract-based role.
- Opportunity to work in a fast-growing technology environment focused on innovation and enterprise transformation.
- Exposure to global operations and complex IT infrastructure challenges.
- Remote work flexibility.
- Opportunity to collaborate with international teams across multiple regions.
- Professional growth through challenging projects and continuous learning opportunities.
- Inclusive and collaborative workplace culture.
- Opportunity to make a direct impact on operational excellence, reliability, and service improvement.