This role is categorized as hybrid. This means the successful candidate is expected to report to Warren Global Technical Center or Austin Technical Center three times per week, at minimum [or other frequency dictated by the business if more than 3 days].
The Role
The Major Incident Management Command and Control team is the central coordination function for major incident response. This role is responsible for engaging, coordinating, and helping drive response to P1 incidents and to P2 issues that could escalate to P1. The Incident Commander / Command and Control Analyst serves as the focal point during active incidents, ensuring the right teams are engaged quickly, communications are clear and timely, emergency governance processes are followed, and mitigation efforts remain organized until service is stabilized.
This is a high-energy, dynamic role that interfaces with nearly every team and group within GM IT. The ideal candidate is calm under pressure, highly organized, technically fluent, and able to communicate clearly while coordinating multiple teams during fast-moving operational events.
What You’ll Do
- Serve as the central coordination point for major incidents, critical service degradations, and P2 issues that are at risk of escalating to P1
- Leverage the GM toolset, including ServiceNow, PagerDuty, Slack, and Microsoft Teams, to open, coordinate, and manage major incident response activities
- Validate P1 incidents before automated workflows are run from ticket promotion, including targeted engagement, Slack channel creation, and Teams channel generation for live incident communication
- Perform rapid triage to assess incident scope, business impact, urgency, and escalation path
- Send targeted incident notifications with clean, concise information to the right technical teams, leaders, and stakeholders
- Engage the necessary technical teams quickly so investigation and mitigation can begin without delay
- Lead incident bridges and command and control activities during active incidents
- Maintain accurate real-time documentation of actions, decisions, owners, timelines, and next steps throughout the incident lifecycle
- Coordinate structured updates to leadership, stakeholders, and affected support teams during active incidents
- Manage emergency change governance during major incidents, including support for Emergency CAB processes for break/fix changes managed by the ETO Command and Control team
- Generate and collect incident summaries that support the post-incident review process
- Assist teams in driving and troubleshooting P2 issues as needed
- Support incident closure activities, including final communications, handoff items, and post-incident review preparation
- Identify recurring patterns, process gaps, and operational improvement opportunities from incident trends
- Coordinate and run the weekly Enterprise Operations Review meeting
- Support ServiceNow validation testing
- Participate in Cyber Recovery test events
- Support PagerDuty maintenance and education
Your Skills & Abilities (Required Qualifications)
- Bachelor’s degree in information technology, computer science, engineering, business, or equivalent practical experience
- 5+ years of experience in incident management, command center operations, production support, network operations, service operations, site reliability engineering, or a similar environment
- Experience coordinating high-severity incidents across multiple teams in a fast-paced enterprise setting
- Strong verbal and written communication skills, including the ability to provide concise, actionable updates during high-pressure situations
- Strong understanding of incident severity models, escalation workflows, and service restoration practices
- Knowledge of technology stacks across multiple layers of the environment
- Understanding of networking terminology and core infrastructure concepts
- Ability to assist teams with basic troubleshooting during active incidents
- Demonstrated ability to make sound decisions under pressure with incomplete information
- Experience using incident and collaboration tools such as ServiceNow, PagerDuty, Slack, and Microsoft Teams
- Strong organizational skills with the ability to track multiple workstreams simultaneously during live incidents
- Ability to work in a rotational, after-hours, or on-call support environment if required
Core competencies
- Incident leadership
- Command presence
- Structured communication
- Escalation judgment
- Cross-functional coordination
- Prioritization under pressure
- Real-time documentation
- Stakeholder management
- Operational discipline
- Basic technical troubleshooting
- Continuous improvement mindset
What success looks like
- P1 and high-risk P2 incidents are triaged quickly and escalated appropriately
- The right responders are engaged without delay and response activities are coordinated effectively
- Stakeholders receive timely, clear, and actionable updates
- Incident timelines, records, and communication channels are complete and well maintained
- Emergency change governance is handled in a disciplined and timely manner during active incidents
- Service restoration efforts remain focused, organized, and measurable
- Post-incident summaries and review inputs are completed with strong operational discipline
What Can Give You a Competitive Advantage (Preferred Qualifications)
- Experience in an enterprise command center, major incident management office, or 24x7 operations environment
- Familiarity with ITIL incident management practices
- Experience supporting cloud platforms, distributed systems, SaaS applications, or customer-facing digital services
- Exposure to post-incident reviews, root cause analysis, and continuous improvement programs
- Experience working across infrastructure, application, security, vendor, and business support teams
- Knowledge of operational reporting, service health monitoring, and incident trend analysis
This job may be eligible for relocation benefits.
Compensation:
- The expected base compensation for this role is: $119,200 - $175,450. Actual base compensation within the identified range will vary based on factors relevant to the position.
- Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.
- Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more.
GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP NOW OR IN THE FUTURE. THIS INCLUDES DIRECT COMPANY SPONSORSHIP, ENTRY OF GM AS THE IMMIGRATION EMPLOYER OF RECORD ON A GOVERNMENT FORM, AND ANY WORK AUTHORIZATION REQUIRING A WRITTEN SUBMISSION OR OTHER IMMIGRATION SUPPORT FROM THE COMPANY (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, etc.)
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