Job Description:
Position Overview
The primary responsibility of the Director – Major Incident Command is to lead the organization’s Major Incident Managers who shepherd P1/P0 events from detection through resolution. This leader is accountable for incident command, structured communications, business alignment, stakeholder confidence, RCA oversight, and problem management governance.
This role ensures that incidents are run with rigor, transparency, urgency, and discipline – and that root causes are analyzed, addressed, and institutionalized into improvement programs.
All duties are to be performed in accordance with departmental and Las Vegas Sands Corp.’s policies, practices, and procedures. All Las Vegas Sands Corp. Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the company’s standards, work requirements and rules of conduct.
Essential Duties & Responsibilities
Lead the function responsible for mobilizing command bridges for high-severity outages and enterprise-impacting events.
Ensure Major Incident Managers execute escalation protocols, timeline clarity, and structured stakeholder communications.
Provide senior guidance and escalation support to bridge commanders.
Ensure timely and accurate executive and business communications throughout incident lifecycles.
Drive standard templates, messaging cadence, and audience-specific reporting.
Act as escalation liaison for senior leadership if communication gaps or misalignment occur.
Own RCA quality, delivery expectations, and closure tracking.
Lead the Problem Management practice, ensuring findings translate into preventative actions and accountability models.
Oversee trend identification, service health reporting, and recurrence prevention initiatives.
Own the enterprise incident management framework, including severity models, escalation rules, and readiness criteria.
Continuously improve business-facing processes (stakeholder briefings, retrospectives, comms templates, service reporting).
Maintain audit traceability and compliance with ITIL, SOX, PCI DSS, NIST, and enterprise controls.
Serve as the operations and communication counterpart to the Director – Incident Engineering & Reliability.
Consult with engineering teams for RCA content, technical clarity, and improvement validation.
Ensure post-incident actions are handed off into platform / SRE / engineering backlogs.
Develop crisis leadership, facilitation, and incident command capability within talent pipelines.
Perform job duties in a safe manner.
Attend work as scheduled on a consistent and regular basis.
Perform other related duties as assigned.
Minimum Qualifications
At least 21 years of age.
Proof of authorization to work in the United States.
Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred).
Must be able to obtain and maintain any certification or license, as required by law or policy.
10+ years of experience in incident management, service operations, ITSM leadership, or high-severity event command roles.
Strong crisis communication with proven experience briefing executives and business stakeholders.
Demonstrated expertise in ITIL incident, problem, and availability processes.
Strong interpersonal skills with the ability to communicate effectively and interact appropriately with management, other Team Members and outside contacts of different backgrounds and levels of experience.
Leadership Competencies:
Calm command presence under pressure.
Excellent written/oral communication and audience awareness.
Ability to enforce accountability without blame.
Customer and stakeholder empathy balanced with operational urgency.
Skilled facilitator across ambiguous, multi-domain situations.
Must be available to work varied shifts including nights, weekends, and holidays, to ensure 24/7 coverage.
Provide off-hours support on an infrequent, but as needed basis during critical incidents. (Potential shifts may run 24/7 due to the need of the business.)
Ability to travel domestically and internationally.
Team Members are required to be on site within the IT Command Center.
Preferred Qualifications
Certifications: ITIL Intermediate/Expert, COBIT, PMP, VeriSM, major incident leadership training.
Experience in regulated, global, 24x7 enterprise environments (finance, gaming/hospitality, telecom, healthcare).
Familiarity with SRE and DevOps practices (not to run them – but to integrate engineering response to process).