Incident Manager

Role Overview

• Lead end-to-end management of Managed Priority 3 (MP3) incidents, from identification through resolution and post-incident review
• Serve as the primary communication lead during MP3 incidents, providing concise, accurate, and timely updates to executives, business partners, and technical teams
• Support the Lead Incident Manager during Priority 1 (P1) and Priority 2 (P2) incidents
• Facilitate incident bridges, ensuring clear direction and effective collaboration across teams
• Translate complex technical issues into clear, accessible language for non-technical audiences
• Maintain accurate incident timelines, decision logs, and communication records
• Partner with engineering, operations, and business teams to improve incident response processes and communication practices
• Coach and guide teams on best practices for incident communication and escalation
• Participate in scheduled shifts and on-call rotations, including evenings, weekends, and holidays, to support continuous incident response and operational stability

Requirements

• 4+ years of experience in Incident Management, IT Operations, Site Reliability Engineering (SRE), or a related field
• Experience supporting enterprise software applications in production environments
• Demonstrated experience coordinating incident response involving cloud-native services (e.g., virtual machines, containers, managed databases)
• Hands-on experience supporting and troubleshooting workloads in public cloud platforms such as Microsoft Azure, AWS, and/or Google Cloud Platform (GCP)
• Strong verbal and written communication skills, including the ability to communicate effectively with executive-level stakeholders
• Ability to remain calm, structured, and decisive in high-pressure situations
• Strong stakeholder management skills, with the ability to align, influence, and clarify priorities across teams
• Experience leading live incident calls and coordinating cross-functional teams
• Solid understanding of IT Service Management (ITSM) concepts (ITIL experience is considered an asset)
• Strong organizational, time management, and prioritization skills
• Ability to provide clear, structured updates focused on business impact, actions taken, and next steps
• Adaptability in communication style to effectively engage technical teams, leadership, and customers
• Strong active listening skills and ability to quickly synthesize complex information
• Confidence to lead discussions, manage incident calls, and maintain focus during critical situations
• Professional and composed demeanor during service disruptions or outages

Tech Stack

• AWS
• Azure
• Cloud
• Google Cloud Platform
• ITSM

Benefits

• Health insurance
• Dental
• Mental health
• Vision
• Short
• and long-term disability
• Life and AD&D insurance coverage
• Adoption/surrogacy benefits
• Wellness benefits
• Employee/family assistance plans
• Retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
• Financial education and counseling resources
• Generous paid time off program including holidays, vacation, personal, and sick days