Overview

Incident Management Commander
Location: India | Remote
About This Role
Hyland is seeking an experienced Incident Management Commander who will also serve as the Change Management Process Owner. This dual-responsibility role involves leading incident response operations while overseeing and maintaining the organization's change management processes. The ideal candidate combines solid leadership, strategic thinking, and process governance skills to ensure operational excellence and continuous improvement.
Your Role Responsibilities? Here's What You'll Do.
- Take overall command and lead critical incident response operations; assess incidents, define priorities, and implement incident action plans while ensuring timely and accurate notifications are sent until P1 incidents are resolved.
- Maintain internal record keeping for the progress of incidents throughout the lifecycle, control escalations, and engage appropriate individuals and teams as required to speed up resolution.
- Provide necessary guidance and support to resolver groups,



manage escalations during P1 incident resolution, and ensure proper handover when incident duration spans multiple shifts.
- Provide inputs to Problem Management for Root Cause Analysis (RCA) and keep relevant internal and external stakeholders updated throughout the incident lifecycle.
- Act as the process owner for all organizational change management activities; develop, maintain, and enforce change management policies, standards, and procedures.
- Collaborate with IT, Operations, and business stakeholders to evaluate and authorize change requests; track change metrics, generate reports, and continuously improve the change management process.

Role Essentials
- Bachelor's degree or equivalent experience, with a minimum of 8 years of proven experience in incident management, emergency response, or related fields.
- Demonstrated experience in change management process ownership, with strong leadership, decision-making, and pr

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