Incident & Change Champion

Responsibilities

• Required Experience
• 5+ years in ITSM / Service Management roles with direct ownership of Incident Management and Change Management processes
• Hands-on experience facilitating major incidents end-to-end as Incident Commander or Major Incident Manager in a 24/7 production environment
• Demonstrable experience running a Change Advisory Board or equivalent change-review forum
• Proven track record configuring Jira Service Management, ServiceNow, or equivalent ITSM tooling for both incident and change workflows
• Strong writing skills - process documents, postmortems, executive incident reports, training material
• Comfort holding the room under pressure with senior stakeholders, engineers, and customers concurrently on the bridge
• Strongly Preferred
• Experience in cloud, hyperscaler, AI infrastructure, or HPC environments
• Familiarity with SRE concepts - SLOs, error budgets, blameless postmortems, runbook discipline
• Experience designing and running tabletop exercises and game days
• Experience operating processes for regulated or sovereign customer workloads where notification timing has regulatory weight
• Familiari

Benefits

Additional Information

. About Nscale Nscale is the GPU cloud engineered for AI. We provide cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers. Nscale enables AI-focused companies to achieve superior results by reducing the complexity of AI development. Our GPU cloud bolsters technical capabilities and directly supports strategic business outcomes, including cost management, rapid innovation, and environmental responsibility. We thrive on a culture of relentless innovation, ownership, and accountability, where every team member takes pride in their work and drives it with excellence and urgency. As an Nscaler, you'll build trust through openness and transparency, where everyone is inspired to do their best work. If you join our team, you'll be contributing to building the technology that powers the future. Role Summary Nscale's Incident Management and Change Management processes lack a single owner driving them as operational discipline. As the company onboards large scale workloads, we need a dedicated process champion sitting inside Support - the team that owns both functions - to own the processes, implement them in tooling, train the organization, advocate across teams, run the daily operational rhythm, and report on program health to leadership. This is a hands-on, operational role. You will be the person in the bridge when MI\SEV-1s fire, the chair of the Change Advisory Board, the author of postmortem templates, the trainer of new Incident Commanders, and the analyst presenting monthly process metrics to the SLT. The work spans process design, tooling configuration and culture change.

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Company Intel

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