Major Incident Manager

For our client, we are seeking a Major Incident Manager to join the team of a leader in the Information Technology space. This role will own the coordination and resolution of major service incidents in a fast-paced, customer-facing environment. You will partner closely with engineering, product, and support teams to restore service quickly, communicate clearly during high-pressure situations, and strengthen the incident management process over time. The position also has a strong federal customer support component, requiring disciplined post-incident analysis, executive-ready communication, and a focus on preventing repeat issues across a global operating model. Location: Remote - US based candidates only, no visa sponsorship available Compensation: $124,000 – $155,000 annually Responsibilities Own major incidents from detection through post-mortem, focusing on federal customer needs Lead cross-functional incident response with engineering, product, and support teams Prepare and deliver customer updates and Root Cause Analysis reports Collaborate with problem management to identify patterns and drive preventive measures Participate in global on-call rotations and improve incident management processes Qualifications 5-7 years of experience in incident management roles Proven ability to own and manage major service incidents Experience in creating and delivering post-mortem reports and Root Cause Analysis Strong communication skills, especially for executive-level presentations Understanding of web, networking, and security protocols Demonstrated use of AI tools to improve operational workflows U.S. citizenship required for federal customer support Benefits Various health plans Time off for vacation and sick leave Parental leave options Retirement savings options Education reimbursement In-office perks Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.