Vice President, Enterprise Technology Command Center – Major Incident Manager

About the role

The Vice President, Major Incident Manager will lead the Enterprise Technology Command Center (ETCC) Site Reliability Engineering (SRE) operations, overseeing the end‑to‑end handling of critical incidents that affect DBS technology services. The role focuses on rapid service restoration, minimizing business impact, and driving continuous improvement of incident response processes.

Key responsibilities

• Lead major incidents from detection through resolution, coordinating SRE, development, infrastructure and operations teams.
• Serve as the primary communication point, providing timely updates to senior management and stakeholders.
• Document incidents thoroughly, ensuring compliance with MAS and local regulatory reporting requirements.
• Facilitate blameless incident reviews to identify root causes and preventive actions.
• Champion SRE best practices, automation, observability and proactive problem prevention.
• Develop and maintain incident response playbooks, runbooks and automation tools.
• Contribute to defining and monitoring SLOs and SLIs related to reliability.
• Analyze incident trends to reduce MTTD, MTTA and MTTR, and improve operational resilience.

Required profile

• Proven experience leading cross‑functional teams in high‑pressure incident environments.
• Strong understanding of SRE principles and major incident management frameworks.
• Excellent communication skills for senior‑level stakeholder engagement.
• Familiarity with regulatory compliance requirements (e.g., MAS).
• Ability to produce management reports and conduct thematic analysis of incident data.

Required skills

• Site Reliability Engineering (SRE)
• Incident Management
• Automation tools
• Observability platforms
• Service Level Objectives (SLO) and Service Level Indicators (SLI)