Critical Incident and Escalation Director (Hybrid, Linz)

The Critical Incident and Escalation Director is responsible for leading the organization's response to high-impact incidents and managing escalations to ensure swift resolution and minimal disruption to operations. This role involves developing and implementing incident management strategies, coordinating with various stakeholders, and overseeing the escalation process to address and resolve complex issues effectively.

Key Responsibilities:

1. Incident Management:
   • Lead and coordinate the response to critical incidents, including product or vendor outages, security breaches, and other major disruptions.
   • Develop and implement incident management processes, procedures, and best practices to ensure timely and effective resolution.
   • Conduct post-incident reviews to identify root causes, document lessons learned and recommend improvements.
2. Escalation Management:
   • Oversee the escalation process for unresolved or complex issues, ensuring they are addressed promptly and effectively.
   • Collaborate with senior leadership and cross-functional teams to manage high-priority escalations and ensure proper communication.
3. Strategy and Planning:
   • Develop and maintain incident response and escalation plans, including crisis communication strategies and recovery plans.
   • Analyze incident trends and escalate patterns to identify areas for improvement and implement preventive measures.
4. Stakeholder Communication:
   • Serve as the primary point of contact for critical incidents and escalations, providing timely updates and information to stakeholders, including senior leaders, DLT, and internal and external customers.
   • Coordinate with internal teams, external vendors, as needed to manage incidents and escalations.
5. Program Leadership:
   • Lead process and protocol for Technical Support Engineers and leaders involved in a critical incident by providing guidance, training, and support.
   • Foster a culture of continuous improvement and accountability within the incident management and escalation teams.
6. Compliance and Reporting:
   • Ensure that incident and escalation management practices comply with relevant regulations, standards, and organizational policies.
   • Prepare and present incident and escalation reports to senior management, highlighting key metrics, trends, and areas for improvement.