Technical Incident Manager, Tier 3

Description Summary

The Tier 3 Technical Incident Manager is responsible for coordinating and driving the end-to-end lifecycle of production incidents across Support, Technical Operations, Product, QA, Cloud/Infrastructure, and Engineering.

Essential Duties

• Serve as the central point of coordination for all major incidents, ensuring incidents are triaged, classified, and routed to the correct area from Tier 3 (Product, Engineering, Cloud/Infrastructure, Security, etc.).
• Ensure clean and consistent handoffs between Operations Tier 2 to Tier 3 and beyond, validating that all required details, logs, steps, and impact statements are present.
• Monitor aging incidents and ensure cases do not stall due to lack of ownership or unclear responsibility.
• Engage appropriate technical teams quickly when escalation triggers are met.
• Ensure Tier 3 engineers are brought in for defect validation or deeper technical analysis when required.
• Participates in an on-call rotation for P1/P2 incident response and may be required to respond outside of standard business hours, including evenings, weekends, and holidays.
• Coordinate response to security-related incidents in partnership with the Security team, ensuring proper classification, containment actions, stakeholder notification, and evidence preservation consistent with SOC 2 and ISO compliance obligations.

Severity Assessment & Prioritization

• Validate and confirm incident severity levels (P1–P4) based on business impact, customer impact, and urgency.
• Cookordination with Tier Leads to ensure severity changes are communicated, documented, and acted on.
• Adjust priorities based on new information gathered from Tier teams or customer feedback.

Incident Command & Communication

• Act as the Incident Commander for P1/P2 events, driving timelines, identifying owners, and keeping the resolution effort focused.
• Coordinate real-time communication between Support, Engineering, Product, Cloud/Infrastructure, and leadership.
• Send timely incident updates to internal teams as appropriate.
• Maintain clear documentation of incident progress, decisions, and next steps.
• Root Cause Analysis & Post-Incident Reviews
• Facilitate RCA sessions (Tier 3 performs the technical root cause work; Tier 3 Technical Incident Manager coordinates).
• Work with Tier 3 Support Engineers to ensure technical validation, reproduction results, and defect details are incorporated into RCA, documentation, and incident summaries.
• Ensure accurate timeline development, contributing factors, and improvements are captured.
• Track corrective actions with Engineering, Product, and Operations until closure.
• Identify patterns and recurring issues; partner with Tier Leads and Product for prevention.

Process & Operational Excellence

• Maintain and continuously improve the Incident Management framework, workflows, escalation paths, and communication templates.
• Ensure alignment with ITIL best practices.
• Drive operational readiness across Support tiers, including escalation triggers, communication templates, and runbooks.
• Identify breakdowns in process or handoff quality and recommend improvements.
• Coordinate with Engineering and Release Management on emergency change requests, hotfixes, and rollbacks during active incidents, ensuring change control processes are followed even under time pressure.

Metrics, Reporting & Insights

• Own MTTA, MTTR, incident frequency, recurrence metrics, and SLA compliance reporting.
• Provide weekly and monthly incident summaries to leadership.
• Identify gaps in detection, monitoring, or logging and drive improvements with Ops and Engineering.