Incident Manager

Role Overview

• The Incident Manager is responsible for orchestrating the response to high-impact incidents, ensuring timely resolution, minimizing service disruption, and maintaining communication across stakeholders.
• 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.
• Translate technical details into business-impact language (scope, severity, risk, ETA, confidence level).
• 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.
• Augment Change Managers and / or Problem Managers as required in the performance of those responsibilities.

Requirements

• 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)
• Understanding 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

Tech Stack

• Cloud
• ITSM
• ServiceNow

Benefits

• Flexible work environment
• Medical, dental, vision, life, and disability insurance
• 401(k) retirement plan with match (6% employer match up to $12,000 annually)
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Paid holidays, vacation, and volunteer time
• Employee Assistance Program (EAP)