Nscale
Incident&ChangeChampion
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Incident & Change Champion at Nscale. Skills: Incident Management, Change Management, Process Ownership, ITSM Tooling. Own Incident Management processes. Own Change Management processes”
What You'll Achieve.
Close process gaps; Drive action items to closure; Publish monthly program report
Industry & Context.
Root cause analysis; Trend analysis
What They're Looking For.
Must Have
5+ years ITSM/Service Management, Incident Management ownership, Change Management ownership, Facilitate major incidents end-to-end, Incident Commander experience, Major Incident Manager experience, 24/7 production environment experience, Run Change Advisory Board, Configure Jira Service Management, Configure ServiceNow, Configure ITSM tooling, Process documents writing, Postmortems writing, Executive incident reports writing, Training material writing, Hold room under pressure, Senior stakeholders comfort, Engineers comfort, Customers comfort
Nice to Have
Cloud experience, Hyperscaler experience, AI infrastructure experience, HPC environments experience, SRE concepts familiarity, SLOs familiarity, Error budgets familiarity, Blameless postmortems familiarity, Runbook discipline familiarity, Design tabletop exercises, Run tabletop exercises, Design game days, Run game days, Operate processes for regulated workloads, Operate processes for sovereign customer workloads, Jira automation familiarity, JSM portals familiarity, Jira integration ecosystem familiarity, Work across time zones, Work across cultures
What You'll Do.
Own Incident Management processes
Own Change Management processes
Develop process documents to v1.0
Close known process gaps
Implement processes in tooling
Configure Jira Service Management workflows
Define required fields
Define ticket hygiene standards
Define escalation routing
Ensure service catalogue accuracy
Run operational rhythm
Act as Incident Commander
Act as Major Incident Manager
Chair Change Advisory Board
Facilitate postmortems
Drive postmortem action items to closure
Manage change calendar
Manage freeze windows
Coordinate communications during incidents
Train Incident Commanders
Certify Incident Commanders
Run tabletop exercises
Onboard engineers to processes
Champion blameless postmortem culture
Champion mitigate-first response
Champion disciplined change practice
Define program metrics
Publish monthly program report
Identify systemic issues
Feed issues into runbooks
Feed issues into training
Feed issues into process revisions
How You'll Work.
Team & Collaboration
Cross-functional teams; SRE teams; Adjacent engineering teams; Senior stakeholders; Engineers; Customers
Communication Scope
Executive incident reports; Customer notifications; Executive escalation; Regulatory notification
Process & Methodology
Process design, Tooling configuration, Culture change
Full Job Description
. 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. What You Will Own Own the processes. Take the in-flight Incident Management and Change Management process documents to a v1.0 state. Close the gaps that are already known: severity declaration authority, IC/scribe/comms-lead role separation, SLA\SLO tables for ack and resolution, customer communication ladder, war-room scaling beyond -red/-blue, change risk
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