Technical Program Manager, Incident Response
Lead end-to-end coordination of security and reliability incidents, building incident management processes, runbooks, and post-incident remediation programs from the ground up.
Technical Program Manager, Incident Response
Lead end-to-end coordination of security and reliability incidents, building incident management processes, runbooks, and post-incident remediation programs from the ground up.
151k – 226kNew York, NYTechnical Program ManagementHybrid5+ YOE
About the role
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.
Skills
Incident ManagementTechnical Program ManagementCross-Functional CoordinationIncident ResponseRunbooksEscalation FrameworksPost-Incident ReviewsTabletop ExercisesDistributed SystemsCloud Infrastructure
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