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Posted on : 2021-11-08 VP - Global Command Centre (Incident Management) For A MNC. Loc: BLR, Exp: 16+ Years Location : Bengaluru
Last Date to Apply 2021-11-27
Job Description

The Global Incident Command Center (GICC) Center (GICC) is an integral part of the Enterprise Incident Management Process providing is an integral part of the Enterprise Incident Management Process providing 24/7/365 coverage focusing on the facilitation and coordination of the incident response program across the enterprise. Align24/7/365 coverage focusing on the facilitation and coordination of the incident response program across the enterprise. Aligned with the with the Enterprise Incident Management Enterprise Incident Management (EIM) (EIM) operating model, it develops and implements monitoring and response capabilities to identify, operating model, it develops and implements monitoring and response capabilities to identify, evaluate, communicate and document risks, while ensuring responses by key stakeholders are consistently and strategically evaluate, communicate and document risks, while ensuring responses by key stakeholders are consistently and strategically implemented  across the enterprise. The GICC implements incident response protocols and escalation across the enterprise to business partners across the enterprise. The GICC implements incident response protocols and escalation across the enterprise to business partner, , employees, and senior executive leaders. employees, and senior executive leaders.

Reporting locally to the International Resiliency Officer (I &P) this role will have a team size of 12 professionals as part of the incident command center. Experience with multinational organizations and operations within the SEZ, along with experience of having run global operations with 24/7/365 capability.


  1.  Build a strong alignment with the Global Enterprise intelligence and Incident Management team
  2. Work as part of the global organizational structure involving Incident Command Centre in the US, Command centre in India and EIM team for seamless delivery.
  3. Identify, escalate, coordinate, and respond effectively and timely to all incidents that occur within the assigned geographic region
  4. Authority and autonomy to make immediate decisions based on a potential impact to the business
  5. Accountable to the work product and support provided by the team within the EICC
  6. Monitor local, regional, national, and global events and weather conditions to identify potential impacts and coordinate appropriate response activities
  7. Assumes command of the EICC when an incident has been declared   
  8. Delivery of services
    Deliver a high level of stakeholder experience .
  9. Risk Management
  10. Ensure a strong control environment is in place to manage operational delivery

Additional KRAs
Strategic Management
Development of strategic plans for managing the delivery of the ICC in India 
Plan and manage skill portfolio of staff in view of future needs.
Monitor expense budget items for his / her team.  Manage cost items within budget.
Relationship Management
Initiating, developing, and maintaining relationships and communication with stakeholders 
Operational Management
Establishment of service performance measures tied to business outcomes in line with global objectives for ICC
Review and drive improvements and consistency in policies, practices and procedures creating an environment of continuous improvement.
Build-up and maintain a sound knowledge of industry practices and procedures and implement in internal environment.
Ensure no surprises, and active risk management.
Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.

Market Skills and Certifications :

Required to have 18+ years’ experience in Global incident monitoring / command centre, preferably with a multinational corporation, with 8+ years in senior leadership roles
Experience with in-house centres in SEZ supporting the US would be a distinct advantage.

Qualifications - Post Graduate preferred.

Experiences should include extensive experience in running teams involving incident management, intelligence / threat monitoring, management of crisis situations (global in nature).

Should have managed 24/7/365 monitoring team supporting global operations.
Must have good understanding of global trends and practices in emerging trends, threat identification and monitoring and reporting.


Ability to handle multiple priorities and work to tight deadlines, coupled with a commitment to the highest quality standards and an eye for detail.

Team player, with the ability to gain confidence and trust at all levels of the organization, leveraging networks and overall strength of the enterprise.

Proven change management experience with solid decision-making skills and analytical ability.
Proven strong relationship management skills and demonstrated success in building partnerships, collaborating, and influencing at senior levels across lines of business as well as with corporate partners and external vendors.

Willingness and experience of having worked in shifts and managing 24/7/365 responsiveness.
Ability to engage and communicate with Senior stakeholders (e.g., board members / Board members Minus One)

Demonstrated expertise in Project Management, Stakeholder Engagement, People Leadership, leveraging Technology and Quality. Exhibits commitment to delivery of quality work products.
Good understanding of change management tools and a track record of continuous improvement through usage of quality tools. Experienced in process improvement and quality frameworks.


Salary Can be discussed
Industries Type ITES/BPO/KPO
Employement Type Full Time
Experience 10+
Education Post Graduate

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