Senior Incident Manager

Job Title: Senior Incident Manager
Job Type: Permanent Full Time

Overview
System One is seeking a Senior Incident Manager to lead the response and resolution of high impact technology incidents within a 24x7x365 enterprise command center environment. This role is responsible for managing incidents from both technical and business perspectives across AWS, enterprise applications, networks, infrastructure, and Unix/Linux environments.

The Incident Manager will lead large incident bridges, coordinate technical investigation across multiple teams, assess business impact and risk, evaluate mitigation and recovery options, and ensure incidents progress toward resolution within established SLAs. The role requires enough technical depth to ask the right questions, trace dependencies and transaction flows, interpret monitoring information, and recommend appropriate actions while keeping large response teams focused during critical events.

This is an incident leadership and technical advisory role, rather than a position responsible for directly implementing infrastructure fixes.

Responsibilities
• Lead major enterprise incidents from initial identification through mitigation, recovery, and closure.
• Manage business impacting incidents involving applications, AWS/cloud services, networks, and enterprise infrastructure.
• Lead incident bridges that may include 50–100 technical participants, stakeholders, and senior leaders.
• Perform technical and business impact triage and establish clear incident priorities.
• Coordinate application, infrastructure, network, cloud, Unix/Linux, and other SME teams during incident response.
• Use AWS and non AWS monitoring tools to gather evidence and support technical investigation.
• Trace transactions, dependencies, and system to system communication across enterprise environments.
• Assess technical risk, business impact, mitigation options, and recovery status.
• Recommend mitigation and remediation actions to the responsible engineering teams.
• Ensure incidents progress within applicable enterprise SLAs.
• Maintain clear, concise communication with technical teams, business stakeholders, and senior leadership.
• Support root cause analysis, lessons learned, and continuous improvement activities following major incidents.
• Maintain focus, accountability, and effective decision making throughout high pressure incidents.

Requirements
• 5+ years of Major Incident Management / Enterprise Incident Management experience.
• Proven experience leading high severity incident bridges or enterprise command center calls.
• Ability to coordinate large, cross functional technical teams during high impact production incidents.
• Strong understanding of enterprise networking and infrastructure, including routers, switches, BGP, TCP/IP, and DNS.
• Working knowledge of AWS environments and cloud related production troubleshooting.
• Strong Unix/Linux knowledge and broad enterprise infrastructure awareness.
• Ability to understand application integrations, dependencies, transaction flows, and system to system communication.
• Strong technical triage skills with the ability to gather evidence and identify the right SME or technical team.
• Experience assessing business impact, technical risk, mitigation options, and recovery status.
• Root cause analysis and post incident review experience.
• Excellent executive level verbal and written communication skills.
• Strong facilitation, leadership, composure, and decision making under pressure.
• Ability to drive accountability and maintain focus across large incident response teams.
• Experience operating within a 24x7 enterprise production environment.

Desired Skillset:
• AWS Solutions Architect Associate certification and experience supporting large, regulated enterprise environments.
• Experience communicating directly with executives during critical incidents is also highly valuable.

Educational Requirements:
Bachelor's degree in Computer Science, Information Systems, Engineering, or a related technical field.

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System One, and its subsidiaries including Joulé, ALTA IT Services, TeamPeople, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.