The Incident Manager is responsible for orchestrating the response to high impact incidents
Lead end-to-end incident resolution for major incident events through orchestrating combined technical efforts of responding teams
Assume ownership of major incidents and drive coordinating efforts to ensure quick resolution of impacting events
Identify and remove blockers, escalate appropriately, and continuous momentum of troubleshooting efforts
Ensure adherence to established incident management processes and protocols
Contribute to the improvement of incident response runbooks and documentation
Own internal and external communications during major incidents
Maintain clear and continuous communication with stakeholders during incidents, providing timely updates
Ensure safe execution of mitigations, rollbacks, feature flags, and failovers
Lead post incident review meetings with stakeholders to confirm event details and assign problem investigators
Track and report on incident metrics, identifying patterns and areas for systemic improvement

Bachelor’s or master’s Degree and/or equivalent experience relevant to functional area
5+ years of experience in incident management, IT operations, or a similar role
Experience managing critical incidents in a 24/7 production environment
Experience with ServiceNow ITSM and on-call incident coordination via PagerDuty (or comparable ITSM/on-call tools)
Understand a wide breadth of technical concepts across a CI/CD environment
Background in cloud-based systems and DevOps practices preferred
Ability to use AI tools to synthesize communication, reports, and troubleshooting leads
Certification in ITIL, incident management, or related frameworks preferred
Experience in SaaS or technology product companies preferred
Strong analytical skills to drive root cause analysis and trend identification

Incident Manager

Key skills