IT Command Centre | Driving Major Incident Resolution, Operational Resilience & Enterprise Stability,Assistant Vice President

Job description

The IT Command Centre AVP provides strategic leadership to ensure enterprise-wide production stability and service continuity. This role is accountable for managing major IT incidents, driving rapid resolution to minimize business impact, and overseeing critical incident response processes across complex environments. The AVP orchestrates 24/7 technical bridge operations, enforces governance for high-impact events and weekend changes, and conducts proactive health checks to maintain operational readiness. By establishing IT Service Management (ITSM) best practices, leveraging advanced ITSM tools, and leading cross-functional teams during high-pressure situations, the AVP strengthens operational resilience, safeguards service integrity, and ensures timely remediation of issues. Weekend shift availability is essential as part of scheduled coverage. What you will be responsible for Major Incident Management: Provide strategic oversight of critical IT disruptions. Drive rapid service restoration and minimize client impact. Prioritize reduction of Mean Time to Restore Service (MTRS) to uphold operational resilience. 24/7 Technical Bridge – Non-Major Incident Resolution Lead continuous g...