Possible 3 Month CTH
Role name: Incident commander
Work Location: Texas On Site preferably (Remote on North America)
Start date: Immediate availability.
Background check MANDATORY
Role Overview:
We are seeking a Webex Incident Commander to lead real time incident management for Webex/Spark services. The role requires strong operational discipline, excellent communication skills, and the ability to manage high severity incidents through effective bridge handling and cross team coordination.
Key Responsibilities
- Act as the Incident Commander for Webex/Spark services, leading Major Incident (IM) and Problem Management (PM) processes end to end.
- Own and manage incident bridges, ensuring timely engagement, clear communication, and structured resolution.
- Coordinate with engineering, platform, network, and external teams to restore services within defined SLAs.
- Provide clear verbal and written communication to stakeholders, including incident updates, status reports, and post incident summaries.
- Use ITSM tools (ServiceNow preferred) to log, track, and manage incidents and problem records.
- Perform initial technical triage using knowledge of Virtualization, Cloud, Kubernetes, VMware, Linux, and Networking.
- Drive root cause analysis (RCA) and ensure follow up actions are identified and tracked to closure.
- Participate in continuous improvement of incident management workflows and operational readiness.
Mandatory skills:
- Strong hands on experience in Incident Management and Problem Management operations
- Excellent bridge handling and stakeholder communication skills
- Experience with ITSM tools (ServiceNow preferred)
- Basic working knowledge of Cloud Architecture, Kubernetes, VMware, Linux, and computer networking
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