Incident Manager - Technical Program Manager at Robert Half Redwood City, CA

Job Overview Incident Manager – Technical Program Manager – to drive a global incident framework and facilitate, manage incidents to elevate the security posture across various business functions and teams. This is a hybrid role in Menlo Park, CA. Responsibilities Augment clients' Threat Detection and Response function in managing the lifecycles of all security incidents globally. Continuously drive workflow improvement of Incident Management Process via systems, procedures, documentation, trainings and culture influences. Identify and coordinate with peer incident responders from other non-security domains worldwide on triaging and standardizing incident practices. Work with functional managers to align resources, issues and schedules as related to incident remediations and mitigations. Assembly, work with, and manage cross‑organizational teams. Support accurate and consistent maintenance of technical and management escalation processes. Primary lead for Customer Support during customer‑related security events, issues or incidents. Ownership and execution of the active critical security incident management process, including: Facilitate the resolution effort and determine when it is necessary to engage additional resources if the resolution effort is stalled during the call with stakeholders. Engagement of escalation management resources. Draft and manage customer and internal communications for CSO/Legal/PR review and release, assist with further customer inquiries as the internal liaison as required. Incident timeline and impact documentation and review. Manage event communications: Establish and manage bridge calls with engineers and customers on single customer outage. Attend and drive multi‑customer outage bridges. Craft business‑appropriate communications for the affected operating groups and manage communication on a critical incident conference call. Post event program management. Incident resolution handoffs along with detailed notes and a summary of the business impact and duration to the Problem Management team. Perform other duties and projects as assigned. Qualifications Minimum of 5 years' experience in critical/crisis situation management for technical customer escalations. Bachelor's degree in business, computer science, engineering or related field or equivalent experience. Excellent communication skills (both verbal and written). Experience supporting and managing technical environments; demonstrated leadership skills under fast‑paced, highly dynamic situations. Ability to communicate confidently and clearly on conference calls, in meetings, and via email at all levels of the organization. A team player who is influential and builds good working relationships across all functions. Ability to facilitate conversations with large groups of remote people. Ability to maintain calm during stressful situations. Benefits Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. All applicants applying for U.S. job openings must be legally authorized to work in the United States. An Equal Opportunity Employer. M/F/Disability/Veterans. #J-18808-Ljbffr Itlearn360