Incident Commander - Americas

ABOUT US

Sinch is a global leader in the growing market for Communication Platforms as a Service (CPaaS) and mobile customer engagement. We are specialists in allowing businesses to reach everyone on the planet, in seconds or less, through mobile messaging, email, voice, and video.

With presence in more than 50 countries, whether you know us or not, you’ve definitely used our tech. We reach every phone on earth, with over 147 billion conversations every year.

Sinch's core values are Make it Happen, Dream Big, Keep it Simple and Win Together. These values describe how our global organization works and inspire every one of our more than 3,000 employees across 55 different countries.

THE JOB

The IT Incident Manager is responsible for leading and managing the lifecycle of IT and Security incidents. The role plays a key part in minimizing the impact of incidents on business operations by ensuring incidents are effectively triaged, escalated, and resolved in a timely manner. Additionally, the IT Incident Manager drives continual improvement in incident management processes and service management practices across Sinch, with a focus on enhancing ITIL framework adoption. 

Key Responsibilities: 

• Incident Management: 

• Lead the identification, investigation, and resolution of IT and Security incidents. 

• Ensure timely and accurate triaging of incidents and escalate issues to appropriate teams. 

• Oversee and manage the incident resolution process to ensure SLAs are met. 

• Coordinate communications with stakeholders during major incidents, ensuring transparency and timely updates. 

• Continual Improvement: 

• Analyse incident trends and generate reports to identify opportunities for improvement in incident management processes. 

• Implement proactive measures to minimize the recurrence of high-impact incidents. 

• Partner with teams to drive improvements in the efficiency and effectiveness of incident responses. 

• Stakeholder Management: 

• Collaborate with IT, Security, and other cross-functional teams to ensure effective incident resolution and service recovery. 

• Build strong relationships with internal and external stakeholders to foster a culture of open communication and problem-solving. 

• Facilitate post-incident reviews, ensuring that lessons learned are captured and action plans are developed. 

• ITIL and Service Management Uplift: 

• Support the enhancement of ITIL-based service management practices across the organization. 

• Provide leadership in adopting best practices for incident, problem, and change management. 

• Train and mentor teams on service management principles and practices to build organizational capability. 

• Reporting and Analytics: 

• Produce regular and ad-hoc incident reports, analysing performance metrics, trends, and areas for improvement. 

• Present insights and recommendations to senior leadership to enhance decision-making. 

• Bachelor’s degree in Information Technology, Computer Science, or a related field. 
• 5+ years of experience in IT Incident Management, Service Management, or related roles. 
• Strong technical acumen with the ability to perform initial triage of incidents and drive resolutions within complex environments. 
• Experience with IT security incident management and escalation protocols. 
• Deep understanding of ITIL principles with experience in driving ITIL adoption (ITIL certification preferred). 
• Excellent communication and stakeholder management skills, with the ability to engage both technical and non-technical stakeholders. 
• Experience with incident management tools and platforms (e.g., ServiceNow, Jira, etc.). 
• Strong analytical and problem-solving abilities with a focus on process improvement. 
• Ability to remain calm under pressure and make decisions in fast-paced, high-impact situations. 

• STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
• CARE FOR YOURSELF: Take advantage of our free virtual counseling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
• SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
• TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
• PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
• WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you’re the most productive and successful. It’s what you do, not where you work, that matters.
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

The annual starting salary for this position is between $116,480 - 145,600. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications.

This role will be accepting applications until October 23rd 2024 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.