Incident Controller at Gruve

📋 Description

• Command Sev1/Sev2 outages and multi-region bridge calls.
• Make real-time, risk-based decisions; provide executive updates; escalate vendors.
• Chair PMIRs within 24 hours; ensure corrective/preventive actions.
• Standardize global incident classification, escalation, and priority frameworks.
• Audit records; enforce ITIL compliance; integrate Incident, Change, and Problem processes.
• Own KPIs (MTTR, incident frequency, SLA compliance) and drive stability improvements.

🎯 Requirements

• Bachelor's degree in information technology, Computer Science, or related field.
• ITIL Foundation required; ITIL Intermediate/Expert preferred.
• 8+ years in Incident and/or Problem Management in global enterprise.
• Experience managing major incidents across multi-region infrastructure.
• Strong understanding of network, cloud, servers, databases, end user, and applications.
• Experience with third-party managed service providers.

🎁 Benefits

• Gruve is an equal opportunity employer.