Technical Program Manager, Incident Response

What You'll Do

• Own end-to-end coordination of security and reliability incidents — from initial triage through resolution — ensuring clear roles, rapid decision-making, and structured communication across engineering, security, legal, and customer-facing teams.
• Design and implement incident management processes, runbooks, and escalation frameworks that scale with Harvey's growth and reflect the realities of operating AI-native SaaS infrastructure.
• Lead post-incident reviews and drive remediation programs to completion, tracking follow-up items across teams and holding stakeholders accountable to timelines.
• Build and maintain incident readiness — including tabletop exercises, on-call coordination improvements, and tooling for real-time situational awareness.
• Serve as the communication hub during active incidents, translating technical status into clear updates for executives, legal, and customer success without losing fidelity.

What You Have

• 5+ years of experience in incident management, technical program management, or a related coordination-heavy role within a software or security organization.
• Demonstrated ability to lead cross-functional teams through high-pressure situations with composure, clarity, and strong interpersonal judgment.
• Sufficient technical depth to understand distributed systems, cloud infrastructure, and security concepts at a level that enables effective triage and stakeholder translation.
• Exceptional organizational skills — able to manage multiple concurrent workstreams, track dependencies, and drive accountability without direct authority.
• Experience building incident response or operational programs from scratch, including defining processes, documentation, and success metrics in ambiguous environments.
• High emotional intelligence and the communication skills to operate credibly with engineers, executives, legal counsel, and external stakeholders alike.