Major Incident Manager

Major Incident Manager

The Incident Manager is responsible for orchestrating the response to high-impact incidents, ensuring timely resolution, minimizing service disruption, and maintaining communication across stakeholders. The role demands exceptional crisis management skills, technical acumen, and a strong ability to coordinate cross-functional teams under pressure.

Lead end-to-end incident resolution for major incident events through orchestrating combined technical efforts of responding teams. Assume ownership of major incidents and drive coordinating efforts on live bridge calls to ensure quick resolution of impacting events. Identify and remove blockers, escalate appropriately, and continuous momentum of troubleshooting efforts. Ensure adherence to established incident management processes and protocols. Contribute to the improvement of incident response runbooks and documentation. Own internal and external communications during major incidents. Translate technical details into business-impact language (scope, severity, risk, ETA, confidence level). Maintain clear and continuous communication with stakeholders during incidents, providing timely updates. Ensure safe execution of mitigations, rollbacks, feature flags, and failovers Lead post incident review meetings with stakeholders to confirm event details and assign problem investigators. Track and report on incident metrics, identifying patterns and areas for systemic improvement. Augment Change Managers and / or Problem Managers as required in the performance of those responsibilities.

Bachelor's or master's Degree and/or equivalent experience relevant to functional area. 5+ years of experience in incident management, IT operations, or a similar role. Experience managing critical incidents in a 24/7 production environment. Leveraged AI workflows and have even built AI agents to automate work. Experience with ServiceNow ITSM and on‑call incident coordination via PagerDuty (or comparable ITSM/on‑call tools).

Strong understanding of AI tools such Claude, CoPilot, and ChatGPT Understand a wide breadth of technical concepts across a CI/CD and SaaS environment. Background in cloud-based systems and DevOps practices preferred. Ability to use AI tools to synthesize communication, reports, and troubleshooting leads. Certification in ITIL, incident management, or related frameworks preferred. Experience in SaaS or technology product companies preferred. Strong leadership and decision-making skills under pressure. Excellent verbal and written communication skills for both technical and non-technical audiences. Deep understanding of IT service management principles and practices. Ability to manage multiple priorities and deadlines in high-stakes situations. Strong analytical skills to drive root cause analysis and trend identification. Familiarity with modern monitoring and incident management tools. Demonstrated ability to build consensus across diverse teams. Effective at maintaining calm and focus during critical situations. Knowledge of cloud infrastructure (e.g., AWS, Azure) and application architecture. Proven track record of improving incident management processes. Attention to detail in documentation and follow-through. Adept at facilitating collaboration across remote and global teams. Proactive in identifying operational risks and implementing preventive measures. Committed to continuous learning and process improvement. Ethical, dependable, and resilient in challenging scenarios.

Travel: 0-10% Location: Bay Area, CA US Hours: 8-4PM PCT / 12 – 8PM EST and able to support 24x7 on-call rotation. Work Authorization: Legally authorized to work in the country of job location. The Company does not sponsor visa petitions for this position.