Incident Controller

🔥 12 hours ago

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Gruve

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2024

🤖 Artificial Intelligence

🔒 Cybersecurity

🏢 Enterprise

Artificial Intelligence • Cybersecurity • Enterprise

Gruve is an enterprise technology company that designs, builds, and operates AI-ready data center networks and delivers AI-driven solutions for businesses. The company provides Enterprise AI services (including LLM and advanced analytics deployments), AI infrastructure and GPU-rich compute environments, network automation, cybersecurity advisory and managed security services, and workload migration and platform modernization. Gruve positions itself as a provider of AI teammates, customer experience automation, and applied data strategy to help large organizations adopt and scale AI securely.

📋 Description

• Command Sev1/Sev2 enterprise-wide outages and multi-region technical bridge calls. • Make real-time, risk-based decisions, provide executive updates and escalate vendors as needed. • Chair PMIRs within 24 hours and ensure corrective/preventive actions. • Standardize global incident classification, escalation, and priority frameworks. • Audit records, enforce ITIL compliance, integrate Incident, Change, and Problem processes. • Define communication protocols and ensure SLA/OLA adherence. • Guide cross-domain resolution: network, security, cloud, virtualization, storage, databases, middleware, SaaS. • Validate root causes, challenge temporary fixes, and sponsor automation/resilience initiatives. • Lead RCAs, approve reports, maintain Known Error Database, and track remediation programs. • Lead regional Incident Controllers and NOC teams, establish 24x7 coverage, RACI models, and handover best practices. • Mentor teams and serve as escalation for unresolved P1/P2 incidents. • Deliver concise updates on impact, risk, recovery, ETA, and preventive actions. • Interface with Service Owners, Business Relationship Managers, and senior IT leadership. • Own KPIs (MTTR, incident frequency, SLA compliance, vendor performance) and drive stability improvement initiatives.

🎯 Requirements

• Bachelor’s degree in information technology, Computer Science, or related field. • ITIL Foundation (minimum); ITIL Intermediate/Expert preferred. • 8+ years of experience in Incident and/or Problem Management in a global enterprise environment. • Experience managing major incidents across multi-region infrastructure environments. • Strong understanding of infrastructure domains (Network, Cloud, Server, Database, End User, Applications). • Experience working with third-party managed service providers. • Proven ability to operate in a 24x7, high-pressure environment. • The candidate must be comfortable working in a contract-based role.

🏖️ Benefits

• Health insurance • Flexible working hours • Professional development opportunities • Paid time off • Remote work options