Incident Manager II
Core
Managing major incidents, release processes, and operational programs to ensure scalability and resiliency for a global customer engagement platform.
Role type
Senior Incident Manager (Technology Operations)
Builds
Incident response strategies, standardized operational processes, and release management workflows.
Domain
SaaS / Customer Engagement Platform / Technology Operations
Required skills
Incident management, Release management, Process management, Stakeholder communication, Technical troubleshooting, Post-mortem analysis, Risk prioritization, Data-driven decision making, Tool configuration, Cross-functional leadership
Preferred skills
SRE concepts, DevOps practices, On-call rotation experience, Executive communication, Agile/Scrum familiarity
Technologies
Jira, Confluence, Datadog
Responsibilities
Creating and executing incident response strategies for low-level incidents and release regressions; Commanding incidents by partnering with Engineering, Technical Support, and Customer Success; Leading projects to improve tools and processes for manageability and resiliency; Overseeing the incident management process and team members; Prioritizing incidents based on business impact; Contributing to blameless post-mortems; Leading the daily release process; Escalating and managing release-related issues to resolution.
Seniority
Mid-Senior, hands-on IC
