Senior Team Lead - Incident Management Team (Ops Commander)

Senior Team Lead - Incident Management Team (Ops Commander) Department: Community Operations Team: Support Operations Location: Phoenix, United States Type: Full-Time **About The Role** The Ops Commander Team is a unit within the Global Fix Experience (GFX) team, managing outages, initiating and assisting the Critical Service Issues team in handling crises, and detecting emerging issues impacting customers. This 24x7 team is the bridge between Frontline Support, Engineering, and CommOps, by facilitating quick responses to support anomalies and outages, ensuring issues and their impact are clear to non-technical stakeholders, and monitoring the resolution of critical customer and support issues. **What You Will Do:** - Proactively lead, motivate, and develop a high-performing team within a fast-paced and exciting environment to deliver on operational KPIs. - Set up career development plans for your direct reports - Be responsible for managing a team of 8-10 Outage and Critical Incident Analysts on site, while also being involved in the performance management of the rest of the Outage Team from different other locations - Drive continuous process improvement to deliver a consistent world-class experience. - Initiate and lead projects which are linked to the business goals & metrics and present the findings in front of Senior Management - Be comfortable & Confident in taking on risks that are key to effective decision making and the growth of your team and line of business - Effective negotiation skills for the purpose of group discussion, team meetings, Weekly and Monthly business reviews, in a professional manner - Understand how to engage with those around you through collaboration, coaching and innovation, in situations of hierarchical control and without command and control - Understand organisational culture – how to use to influence their team - Build a strong team culture, focused on insights generation to improve domain, process, and overall business, strong ownership and focus on problem solving - Ability to convert ambiguous business problems into digestible and practical solutions or projects - Enable effective decis