VBTS Resilience & Incident Senior Expert

Lead and manage the Incident Management and Business Continuity (BC) processes end-to-end Serve as the single point of contact (SPOC) for major incidents and continuity events Coordinate cross-functional response and recovery efforts to restore services and business operations quickly Establish, maintain, and continuously improve Business Continuity Plans (BCP) and Disaster Recovery (DR) frameworks Conduct Business Impact Analyses (BIA) to identify critical business processes and dependencies Define and maintain RTO (Recovery Time Objectives) and RPO (Recovery Point Objectives) with service and process owners Lead major incident bridge calls and ensure structured response, timely decisions, and clear communication Provide real-time stakeholder and leadership updates during major incidents and outages Oversee incident documentation, reporting, and tracking through closure Drive root cause analysis and ensure preventive and corrective actions are implemented Monitor and report on incident metrics, trends, and service resilience performance Plan and conduct BC/DR simulations, drills, and tabletop exercises Maintain up-to-date response procedures, continuity documentation, and escalation contacts Ensure awareness and adherence to incident response & continuity playbooks across teams Collaborate with internal teams and external vendors on recovery and resilience planning Support compliance with service-level agreements (SLAs) and contractual continuity requirements Minimum 5 years of experience in Incident Management, Business Continuity, Service Management, or related fields Experience managing major service incidents and continuity processes in a technology or service-based environment Strong knowledge of ITIL Incident & Problem Management (ITIL certification preferred) Proven experience with BCP, DR, BIA, and crisis/continuity governance Strong leadership and facilitation skills during high-pressure situations Excellent communication skills, with the ability to deliver clear updates to senior executives Strong analytical mindset with the ability to drive root cause and long-term prevention actions Experience running BC/DR tests, tabletop simulations, and readiness exercises Familiarity with service delivery models (SaaS, Managed Services, MSP, Technology Operations) Ability to develop policies, procedures, and playbooks Strong organizational and multitasking skills with attention to detail Bachelor's degree in Business, Engineering, Information Systems, or related field (Master's is an advantage) Not a perfect fit? Worried that you don't meet all the desired criteria exactly? If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.