Senior Incident Manager

Responsibilities

• Lead the response to critical, customer-impacting major incidents from engagement through resolution, acting as Primary or Secondary Incident Manager as needed.
• Own command and control of the incident bridge, establishing clear incident statements and business impact while keeping calls structured and moving.
• Drive recovery plans, set and track task timelines, ensure validations, and confirm service restoration.
• Identify and engage the appropriate technical resources and manage participation throughout the incident.
• Maintain accurate incident summaries and action items, including comprehensive handovers in a follow-the-sun model.
• Manage customer-facing and internal communications, explaining disruptions, customer impact, and resolution activities.
• Provide disciplined, timely updates and translate technical information into business impact, risk, and status for customers and executives.
• Communicate incident status verbally and in writing to executives, sales teams, and other stakeholders.
• Own incident close-out and governance follow-ups, including action items, postmortem ownership, and RCA timelines.
• Build partnerships with Engineering, Product Management, Sales, and other teams.
• Meet deliverable timelines for customer, team, and executive updates.

Requirements

• B.S. or M.S. degree in Computer Science, Management Information Systems, or an equivalent discipline.
• 4+ years of incident management, technical operations, SRE, or related experience.
• 4+ years of experience with Amazon Web Services, Microsoft Azure, Google Cloud Platform, or a private cloud environment.
• Technical competency in cloud environments, data warehouse architectures, and software development methods.
• Strong call-leadership skills and the ability to lead engineers and stakeholders under pressure.
• Experience writing customer-facing root cause analysis or postmortem reports and incident communications such as status-page updates.
• Experience with ServiceNow.
• Understanding of software, platform, and infrastructure architectures, including SaaS, PaaS, and IaaS.
• Ability to communicate effectively with technical and non-technical audiences.
• Excellent verbal, written, communication, and receptive listening skills.
• High emotional intelligence, empathy, and proactivity.
• Experience collaborating with leadership, colleagues, clients, and global cross-functional teams.
• Ability to adapt, remain flexible, and learn quickly in a dynamic environment.
• Strong business productivity application skills; Google Workspace preferred.
• Ability to follow confidentiality and security standards for handling sensitive data.

Compensation and Schedule

• Fixed overnight shift: 3:00 PM–11:00 PM Pacific Time.
• Participation in a weekend on-call rotation, currently approximately one weekend every few months.