Incident Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Incident Manager based in the United States. We are looking for an experienced Incident Manager to strengthen production reliability and operational excellence across complex technology environments. In this role, you will coordinate incident response activities, drive timely resolutions, and minimize disruptions to customers and business operations. You will take ownership of small- to medium-scale production incidents while supporting senior incident managers during larger, high-severity events. Working closely with Engineering, Product, and Support teams, you will ensure clear communication, effective prioritization, and structured execution throughout the incident lifecycle. You will also contribute to root cause analysis, operational reporting, and continuous improvement initiatives. This is an opportunity to make a meaningful impact on system resilience while helping shape and improve evolving incident management practices within a collaborative, distributed environment. Accountabilities: Lead non-trivial production incidents from initial detection through investigation, mitigation, and resolution, ensuring minimal customer impact. Facilitate incident response calls by establishing clear ownership, defining priorities, coordinating actions, and maintaining momentum toward resolution. Apply established incident management processes, operational runbooks, escalation procedures, and response frameworks. Coordinate cross-functional teams, including Engineering, Product, and Support, to ensure efficient collaboration and timely incident resolution. Maintain accurate, real-time documentation of incident timelines, decisions, actions taken, and resolution progress. Provide clear, concise, and timely updates to technical and non-technical stakeholders, ensuring alignment on incident status, potential risks, and next steps. Prepare incident summaries and contribute to post-incident reporting and communication. Identify and proactively elevate operational risks, communication gaps, and blockers that could affect incident resolution. Support Root Cause Analysis (RCA) by collecting relevant information, analyzing incident data, and documenting contributing factors. Participate in post-incident reviews and retrospectives, identifying recurring issues and opportunities to improve operational processes. Track corrective and preventive actions through completion and ensure lessons learned are incorporated into future incident response practices. Support senior incident managers during complex or high-severity production events. Participate in on-call rotations, maintaining a high level of responsiveness, reliability, and accountability. Contribute to the continuous improvement of incident management workflows, documentation, runbooks, tooling, and team practices. Requirements: At least 5 years of professional experience in incident management, Site Reliability Engineering (SRE), technical operations, or a closely related field. Candidates with a Master's degree may qualify with 3 years of relevant experience or equivalent professional experience. Proven experience coordinating responses to production incidents, technical disruptions, or operational events in technology-driven environments. Strong understanding of structured incident management practices, including incident triage, escalation procedures, mitigation, resolution, and post-incident reviews. Familiarity with Root Cause Analysis (RCA) methodologies and the ability to gather, interpret, and synthesize operational information. Excellent written and verbal communication skills, with the ability to deliver clear, accurate updates tailored to technical and non-technical audiences. Demonstrated ability to exercise sound judgment, prioritize competing demands, and make effective decisions in high-pressure or ambiguous situations. Experience collaborating with multidisciplinary teams, particularly Engineering, Product, and Customer Support functions. Strong organizational and coordination skills, with the ability to manage multiple stakeholders and maintain accurate incident documentation. A proactive, accountable, and ownership-driven mindset, with a strong commitment to operational reliability and continuous improvement. Ability to remain calm under pressure, adapt to changing circumstances, and ensure consistent communication throughout critical situations. Familiarity with incident management and on-call tools such as Rootly, PagerDuty, or ServiceNow is considered an advantage. Exposure to distributed systems, cloud infrastructure, and large-scale applications is a plus. Benefits: Competitive annual base salary, with compensation varying according to experience and work location: $106,600–$170,400 in California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington State, and Washington, DC. $101,300–$161,900 in Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia. Salary for other eligible US locations may vary according to local compensation requirements. Additional equity awards, based on factors including experience, performance, and location. Fully remote working arrangement, with the flexibility to work from an approved location within the United States, subject to applicable location restrictions. Distributed working environment built around flexibility, trust, collaboration, and clear operational practices. Opportunity to contribute directly to production reliability, customer experience, and the resilience of large-scale technology platforms. Exposure to cross-functional collaboration and opportunities to develop incident management, technical leadership, and operational decision-making skills. Inclusive and collaborative working culture that encourages professional development, innovation, and continuous improvement. #J-18808-Ljbffr