Incident Manager - Mission Critical

A rapidly growing digital infrastructure platform is looking to hire an Escalation Center Manager / Ops Incident Manager to help lead and evolve a centralized 24x7 operations and incident management function supporting mission critical environments across multiple campuses and regions. The business is investing heavily into operational maturity, AI driven workflows, automation, escalation management, and incident response processes as they continue scaling across high performance compute and critical infrastructure environments. The role will sit at the center of operational coordination during critical incidents, helping drive communication, escalation management, process governance, operational reliability, and continuous improvement across the platform. Key areas of focus: Incident management and escalation leadership AI and automation initiatives Operational process improvement KPI and SLA ownership RCA and operational governance ServiceNow / workflow management Cross functional coordination across operations, engineering, and support teams Leadership within a 24x7 operational support environment The ideal background could include: Hyperscale or mission critical data center operations NOC / command center leadership Infrastructure or cloud operations Critical operations environments Operational governance and process improvementAI enabled operational workflows or automation initiatives The right person will bring: Strong leadership under pressure Operational structure and maturity Excellent communication across varying stakeholder groups Technical understanding across critical environments Experience supporting operational reliability and scalability This is a highly visible opportunity with genuine autonomy and the ability to shape how operational incidents, escalation workflows, and AI driven operational processes evolve within a rapidly scaling infrastructure platform. The role is 5 days on site, Dallas based. #J-18808-Ljbffr Harper Harrison