Own end-to-end coordination of security and reliability incidents — from initial triage through resolution — ensuring clear roles, rapid decision-making, and structured communication across engineering, security, legal, and customer-facing teams.
Design and implement incident management processes, runbooks, and escalation frameworks that scale with Harvey's growth and reflect the realities of operating AI-native SaaS infrastructure.
Lead post-incident reviews and drive remediation programs to completion, tracking follow-up items across teams and holding stakeholders accountable to timelines.
Build and maintain incident readiness — including tabletop exercises, on-call coordination improvements, and tooling for real-time situational awareness.
Serve as the communication hub during active incidents, translating technical status into clear updates for executives, legal, and customer success without losing fidelity.

5+ years of experience in incident management, technical program management, or a related coordination-heavy role within a software or security organization.
Demonstrated ability to lead cross-functional teams through high-pressure situations with composure, clarity, and strong interpersonal judgment.
Sufficient technical depth to understand distributed systems, cloud infrastructure, and security concepts at a level that enables effective triage and stakeholder translation.
Exceptional organizational skills — able to manage multiple concurrent workstreams, track dependencies, and drive accountability without direct authority.
Experience building incident response or operational programs from scratch, including defining processes, documentation, and success metrics in ambiguous environments.
High emotional intelligence and the communication skills to operate credibly with engineers, executives, legal counsel, and external stakeholders alike.

Technical Program Manager, Incident Response

Key skills