Senior Manager, Incident Management
Core
Lead the end-to-end incident and problem management program, driving operational excellence, reliability, and the adoption of AI workflows to prevent recurrence and improve response speed.
Role type
Senior Manager, Incident & Problem Management
Builds
Scalable incident response processes, AI-enabled operational tooling, and a high-performing team of incident managers.
Domain
Real Estate Technology / SRE / Operational Reliability
Deliverable
production ML models | infrastructure
Required skills
Incident management program leadership, problem management methodologies, root cause analysis (RCA), AI workflow integration, team hiring and coaching, executive communication, on-call structure design, metrics definition (MTTR/MTTD)
Preferred skills
Experience with incident management tooling (Rootly, JIRA, ServiceNow), distributed systems, cloud infrastructure, large-scale consumer applications
Responsibilities
Own the incident management program design, governance, and tooling; Serve as executive escalation point for critical incidents; Build and own the problem management practice for systemic fixes; Champion AI-powered tooling for incident detection, triage, and RCA drafting; Hire, coach, and develop a team of incident managers; Define and track key reliability metrics and facilitate post-incident reviews.
Seniority
Senior Manager, hands-on leadership with people management