Incident Manager

Incident Manager

We are seeking a highly skilled Incident Manager to lead Major Incident Management (MIM) and ensure rapid restoration of services during critical outages. This role is responsible for minimizing business impact, driving structured incident response, and continuously improving service reliability.

The Incident Manager will act as the central point of coordination during high-severity incidents, working across engineering, operations, and business teams. This role also contributes to problem management, change coordination, and operational excellence initiatives, with a primary focus on incident leadership and service recovery.

Responsibilities

Key Responsibilities:

Incident Management (Primary Focus)

• Lead and coordinate Major Incident response (SEV1/SEV2), ensuring rapid service restoration and minimal business disruption
• Act as Incident Commander during critical incidents, driving real-time decision-making and resolution efforts
• Facilitate incident bridge calls, ensuring clear roles, timelines, and accountability
• Establish and enforce incident management processes, including severity classification, escalation paths, and response protocols
• Provide timely and structured communication to stakeholders, including executive leadership, during major incidents
• Ensure accurate documentation of incidents, including timelines, actions taken, and resolution outcomes

Post-Incident & Problem Management

• Facilitate blameless post-incident reviews (PIRs) and root cause analysis (RCA)
• Identify systemic issues and drive corrective and preventive actions to closure
• Maintain a knowledge base of known issues, workarounds, and resolutions
• Analyze incident trends to proactively reduce recurrence and improve system reliability

Change & Release Coordination

• Partner with change management teams to assess risk and operational impact of planned changes
• Support major releases and production changes, ensuring readiness and rollback planning
• Conduct change advisory board (CAB) meetings for change risk review and approval.

Monitoring & Operational Excellence

• Collaborate with engineering teams to improve monitoring, alerting, and observability
• Ensure alerts are actionable, reduce noise, and align with business impact
• Drive continuous improvement of incident response processes, tooling, and automation
• Promote best practices for system reliability, fault tolerance, and disaster recovery

Metrics & Reporting

• Track and report on key performance metrics such as MTTR (Mean Time to Resolution), MTTA (Mean Time to Acknowledge), and incident recurrence rates
• Ensure adherence to SLAs/SLOs and identify opportunities for improvement
• Provide regular reporting and insights to leadership on incident trends and system health

Collaboration & Leadership

• Act as a subject matter expert (SME) for Incident Management practices
• Mentor teams on incident response best practices and operational readiness
• Coordinate across cross-functional teams, including engineering, infrastructure, security, and vendors

On-Call Responsibilities

• Participate in a 24/7 on-call rotation as an escalation Incident Manager for critical incidents

Qualifications

Qualifications:

Required

• Bachelor's degree in computer science, Information Technology, or a related field
• Proven experience in Incident Management or a similar role in a production environment
• Strong experience leading Major Incident Management (MIM) processes
• Solid understanding of ITIL frameworks (Incident, Problem, Change Management)
• Knowledge with cloud platforms, preferably AWS
• Experience with distributed systems, microservices architecture, and modern application stacks
• Good understanding of monitoring and observability tools (e.g., CloudWatch, Dynatrace, Splunk, Nagios)
• Familiarity with incident management tools (e.g., Jira, ServiceNow, PagerDuty)
• Excellent communication skills with the ability to engage both technical teams and executive stakeholders
• Strong analytical and problem-solving skills in high-pressure environments

Preferred

• ITIL certification (Foundation or higher)
• AWS certification (e.g., Cloud Practitioner or Associate level)
• Experience with CI/CD pipelines and DevOps practices
• Experience leveraging automation or AI tools to enhance incident response and analysis
• Understanding of networking, storage, and infrastructure concepts

About Us

For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.

At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed.

For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work® for outstanding workplace culture in the US, the fourth consecutive year in the UK, Spain, and India, and the second consecutive year in Poland. In addition, we've been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World's Best Employer, testaments to the value we place on workplace culture.

We're 7,000 people strong. We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.

Verisk Businesses

Underwriting Solutions — provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision

Claims Solutions — supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences

Property Estimating Solutions — offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient

Specialty Business Solutions — provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance

Catastrophe and Risk Solutions — provides risk modeling solutions to help individuals, businesses, and society become more resilient to catastrophic events.

Marketing Solutions — delivers data and insights to improve the reach, timing, relevance, and compliance of every consumer engagement

Life Insurance Solutions – offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.

Verisk Maplecroft — provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger

Verisk Analytics is an equal opportunity employer.

Verisk invests in a benefits package for all employees that includes the following: Health Insurance, a Retirement Plan, Disability benefits, and a Paid Time Off program. We offer a competitive total rewards package that includes base salary determined based on role, experience, skill set, and location.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability. Verisk's minimum hiring age is 18 except in countries with a higher age limit subject to applicable law.