Incident Manager

Description

We are seeking a proactive, technology-forward Incident Manager to oversee and enhance our growing cloud-based operations as we transition from legacy to modern platforms. This role is pivotal in supporting large-scale enterprise environments, driving migration and modernization initiatives, and cultivating a resilient, automation-focused incident management culture. The ideal candidate thrives in dynamic, fast-paced settings, excels at cross-team collaboration, and can communicate effectively with both technical and executive audiences.

Top Technical Requirements & Qualifications

• 5+ years of experience in Incident Management supporting business-critical applications.
• Expertise with cloud-based monitoring and incident management tools, including Datadog (or similar tools like Splunk), Pager Duty for alerting/escalation, and Service Now for incident workflow automation and ITSM processes.
• Proficiency with cloud platforms (GCP preferred; AWS/Azure also valued), including analysis of cloud console logs and troubleshooting at the network, platform, and application levels.
• Strong understanding of modern technology stacks: cloud infrastructure, application/infrastructure monitoring, networking, APIs, and distributed systems concepts.
• Solid grasp of ITIL frameworks, specifically Incident, Problem, and Change Management, and experience enforcing best practices and continuous improvement.
• Demonstrated ability in process automation, workflow improvement, and leveraging or developing AI-enabled solutions for incident response. Key Responsibilities
• Incident Leadership & Response:
  Act as the single point of accountability (“Incident Commander”) for major incidents, leading real-time incident bridges, prioritizing and driving resolution, and engaging appropriate technical resources.
• Classify, triage, and escalate incidents per defined severity and SLAs, ensuring rapid service restoration and adherence to ITIL best practices.
• Monitor cloud-based systems using Datadog and native platform tools, interpreting alerts and coordinating responses across application, infrastructure, and network layers.
• Utilize Pager Duty for alerting and escalation, maintain escalation policies, and manage incidents across cloud-native and hybrid environments (including networking, APIs, databases, and edge components).
• Coordinate and manage incident workflows using Service Now, including supporting automation, workflow improvements, and bidirectional sync initiatives.
• Lead or participate in proactive resilience activities and failover testing to shift toward proactive incident management.
• Support migration from legacy to modern platforms, understanding both environments and navigating the challenges of large-scale enterprise transitions.
• Communicate incident status and recaps to technical teams, business stakeholders, and executive leadership, translating technical issues into business-impact-focused updates.
• Produce post-incident summaries, impact assessments, and executive reports, and contribute to root cause analysis and post-incident reviews.
• Contribute to sprint/project work, including developing Slack automations and AI-enabled solutions for enhanced incident response and onboarding.
• Continuously refine incident workflows, escalation paths, and runbooks for improved effectiveness, and track recurring incidents to drive service stability.
• Support integration among monitoring, alerting, collaboration, and ITSM tools to streamline workflows and promote automation. Preferred Attributes
• Self-starter attitude with an eagerness to innovate and drive improvements beyond the status quo.
• Collaborative mindset, with ability to mentor others in best practices and modern incident management approaches.
• Strong critical thinking, adaptability in ambiguous environments, and effective decision-making under pressure.
• Desire to contribute to a resilient, proactive incident management culture focused on preparation, simulation, and automation.