Information Security Incident Manager

Nexcess provides specialty cloud solutions where performance and compliance coexist. The Information Security Incident Manager leads and coordinates security and operational incident response, facilitates communication and escalations during high-severity events, and drives post-incident analysis, reporting, documentation, and continuous improvement.

Responsibilities:

• Lead and coordinate operational incident response activities for infrastructure, platform, hosting, and customer-impacting events
• Serve as Security Incident Commander or facilitate incident coordination during high-severity operational events
• Ensure incident response processes are consistently followed including identification, escalation, engagement, assessment, resolution, communication, and post-mortem review
• Facilitate operational bridge calls, escalation management, stakeholder coordination, and incident tracking activities
• Monitor active incidents to ensure accountability, urgency, and proper escalation procedures are maintained
• Assist with after-hours escalation coordination as necessary during major operational events
• Contribute to Incident Outcomes and Action Review (IOAR) meetings and post-mortem reviews
• Analyze operational incidents, outages, and trends to identify recurring failures and improvement opportunities
• Develop and maintain incident response documentation, operational procedures, escalation workflows, and governance standards
• Produce monthly reporting related to incidents, service disruptions, response metrics, and operational trends
• Partner with operational leadership to improve incident response maturity, communication standards, and organizational accountability
• Communicate effectively with both technical and non-technical stakeholders during high-pressure operational events
• Promote operational transparency, accountability, and process adherence across teams
• Assist with reinforcing best practices related to incident handling, escalation management, and operational communication
• Additional duties as assigned

Requirements:

• 4+ years of experience in Information Technology, Infrastructure Operations, Hosting Operations, Platform Reliability, or related technical environments
• Bachelor's Degree in Information Technology, Business Administration, or related field, or equivalent practical experience
• Proven history of Linux Incident Response & Forensics
• Ability to perform Advanced Log Analysis & System Auditing
• Ability to perform Network & Socket Triage
• Experience managing escalations and coordinating cross-functional technical teams
• Excellent written and verbal communication skills
• Strong organizational, analytical, and problem-solving abilities
• Ability to manage multiple priorities and remain composed in high-pressure operational situations
• Experience facilitating post-mortem reviews and corrective action tracking
• Ability to exercise independent judgment during operational incidents and escalations
• While performing the essential duties of this job, the individual is regularly required to speak and hear
• While performing the essential duties of this job, the individual is regularly required to use hands for keyboarding, gross manipulation, and fine manipulation
• Works at a desk and computer screen for extended periods of time
• Works in a traditional climate controlled office environment or from home
• Works in a highly stressful environment dealing with a wide variety of challenges, deadlines and diverse employee population
• Experience working within hosting, cloud infrastructure, managed services, SaaS, or enterprise operations environments
• Familiarity with monitoring, alerting, observability, and operational workflow platforms
• Experience supporting 24x7 operational environments
• Project Management or operational governance experience