Incident Commander (Remote)

• 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.

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., * 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