Incident Manager

Responsibilities

• End-to-End Problem Management (Sev1–Sev5)
• Own production issues from detection through full resolution
• Quickly assess impact and assign severity (Sev1–Sev5)
• Lead triage, investigation, and resolution efforts
• Maintain clear ownership throughout the lifecycle, regardless of which teams are involved
• Drive fast, effective restoration of service
• Resolve More, Closer to the Team Directly investigate and resolve issues whenever possible
• Partner closely with operations and reliability teams to resolve issues without unnecessary escalation
• Reduce dependency on engineering teams for repeat or well-understood problems
• Build reusable knowledge and patterns to improve team self-sufficiency
• Root Cause Analysis & Prevention
• Perform and/or lead root cause analysis (RCA)
• Identify recurring patterns and systemic weaknesses
• Drive fixes that prevent entire classes of issues from recurring
• Ensure issues are fully resolved—not just temporarily mitigated
• Incident Leadership & Communication
• Lead real-time response for high-impact production issues
• Cook up cross-functional teams with clarity and urgency
• Communicate clearly with stakeholders, including leadership, during active incidents
• Provide structured updates on impact, progress, and next steps
• Process, Tooling & Continuous Improvement
• Improve incident management processes, workflows, and operating models
• Build and maintain runbooks and response procedures
• Identify opportunities for automation and better monitoring
• Ensure high-quality documentation and knowledge sharing

Requirements

• 5+ years of experience in incident management, site reliability engineering (SRE), production operations, or similar roles
• Proven ability to lead and resolve production issues under pressure
• Strong technical breadth across systems, applications, and infrastructure
• Ability to diagnose and troubleshoot issues directly, not just coordinate response
• Excellent communication skills—clear, concise, and composed under pressure
• Strong sense of ownership and accountability
• Analytical mindset with strong problem-solving skills

Qualifications

• Preferred Qualifications: Experience in high-availability, large-scale production environments, familiarity with tools such as ServiceNow, Jira Service Management, or PagerDuty, experience with cloud platforms (AWS, Azure, or GCP), familiarity with monitoring and observability tools, knowledge of ITIL frameworks

Benefits

• Flex Time or Paid Time Off and Sick Time Off
• 401K – 6% Employer Match
• Medical, Dental, Vision – HDHP or PPO
• HSA – Employer contribution (HDHP only)
• Volunteer Time Off
• Career Development / Recognition
• Fitness Reimbursement
• Hybrid Work Schedule