The Global Program Manager (GPM) is a senior, client-facing leadership role responsible for the end-to-end governance, performance and continuous improvement of a global 24x7 Incident Response Center (IRC).
This role provides centralized oversight across AMER, EMEA and APAC operations, ensuring consistent, high-quality incident monitoring, response and escalation within a follow-the-sun operating model.
The GPM is accountable for service performance, operational governance and client outcomes, acting as the single point of ownership for IRC delivery. This role operates as an extension of the client's leadership team, providing clear visibility into service health, risks and opportunities for improvement.
Responsibilities
Global IRC Leadership & Operational Governance
- Provide centralized leadership for a follow-the-sun Incident Response Center, ensuring consistent execution across all regions
- Define and enforce standard operating procedures (SOPs), escalation frameworks, and operational standards
- Ensure strong shift management, handover quality, and communication discipline across global teams
- Oversee Regional SDMs and Team Leads to ensure alignment to global service objectives
Incident Management Oversight
- Own the end-to-end incident lifecycle, including intake, acknowledgement, triage, escalation, resolution, and closure
- Act as the escalation point for Major Incidents, coordinating cross-functional response and communication
- Ensure adherence to defined response times, communication cadences, and incident handling standards
- Drive improvements in incident quality, consistency, and operational execution
Data-Driven Performance & Reporting
- Define, track, and govern key operational metrics, including:
- MTTA (Mean Time to Acknowledge)
- MTTR (Mean Time to Resolve)
- SLA/SLI performance
- Incident volume, trends, and backlog health
- Partner with Business Intelligence teams to develop and evolve real-time dashboards and executive reporting
- Use data to proactively identify:
- Performance gaps
- Operational risks
- Capacity constraints
- Automation opportunities
Continuous Improvement & Service Maturity
- Drive a continuous improvement culture across the IRC organization
- Lead initiatives to improve:
- Response and resolution times
- Data quality and ticket hygiene
- Process efficiency and standardization
- Establish and mature Post-Incident Review (PIR) practices, ensuring actionable insights and accountability
- Guide the service through maturity phases, transitioning from baseline KPI measurement to a fully optimized SLA-driven model
Client Engagement & Executive Governance
- Serve as the primary accountable leader to the client for IRC service performance
- Act as an extension of the client's operations leadership team
- Lead governance forums (weekly, monthly, quarterly), providing:
- Performance insights
- Trend analysis
- Risk identification
- Strategic recommendations
- Provide clear, data-driven communication on service health, major incidents, and improvement initiatives
- Act as the single point of escalation for client-facing service issues
Cross-Functional Collaboration
- Work closely with cross-functional teams, including:
Engineering and infrastructure
Data center operations
Network and security teams
- Ensure effective coordination during incidents and operational activities
- Drive accountability across all resolver groups contributing to incident resolution
Required Qualifications & Experience
- 8-12+ years of experience in IT operations, with a strong focus on:
Incident Response Center (IRC), NOC, or SOC environments
Global monitoring or real-time operations
- Proven experience managing 24x7 follow-the-sun operations across multiple regions
- Strong understanding of incident management frameworks (ITIL or similar)
- Demonstrated success improving MTTA, MTTR, and SLA-driven performance
- Experience operating in a client-facing service delivery or managed services (MSP) environment
- Strong analytical mindset with the ability to leverage data and dashboards to drive decisions
- Experience leading Major Incident Management processes
- Excellent communication skills with experience presenting to senior and executive stakeholders
- Ability to operate effectively in high-pressure, real-time operational environments
- Fluency in Mandarin (spoken and written) to liaise with Mandarin speaking stakeholders
Preferred Qualifications
- Experience supporting data center, network, or infrastructure operations
- Background in hyperscale or large-scale enterprise environments
- Experience with tools such as Jira, ServiceNow, monitoring platforms, and BI tools
- Experience with continuous improvement methodologies (Lean, Six Sigma, or similar)
- Experience building or scaling new operational services or programs
