Manager, Incident Response
Accountabilities: The Manager, Incident Response will own the global major incident management function, ensuring efficient response, clear communication, and continuous improvement across enterprise technology operations. This role requires strong leadership, operational discipline, and the ability to coordinate teams during critical service disruptions.
Lead and manage the global Major Incident Management function, providing hands-on support when required.
Oversee incident response teams and ensure service-level objectives are consistently achieved.
Drive rapid restoration of normal services to minimize business disruption and operational impact.
Establish and manage communication strategies for major incidents, ensuring timely updates for technical teams, business stakeholders, and leadership.
Provide executive-level reporting, outage communications, and progress updates throughout incident lifecycles.
Serve as the escalation point for major incidents, guiding investigations, decision-making, and resolution efforts.
Analyze operational workflows to identify inefficiencies and implement AI, automation, and data-driven solutions.
Improve ITSM processes across incident, change, problem management, and AIOps functions.
Develop dashboards, metrics, and reporting frameworks to monitor incident performance and identify improvement opportunities.
Partner with technology teams, service providers, and business stakeholders to strengthen operational resilience.
Champion major incident management practices and promote continuous service improvement across the organization.
Requirements:
The ideal candidate is an experienced ITSM leader with a strong background in major incident management, operational governance, and enterprise technology environments. They should demonstrate excellent communication skills, technical understanding, and the ability to lead teams through complex situations.
10+ years of experience in Major Incident Management, IT Service Management, or related operational technology roles.
8+ years of experience managing teams, including distributed or offshore resources.
Proven experience owning and improving incident management processes within large, complex organizations.
Strong practical knowledge of ITIL frameworks, ITSM methodologies, and operational best practices.
Demonstrated experience managing third-party vendors and service delivery relationships.
Strong understanding of modern AI technologies, including generative AI, predictive analytics, automation, and RPA concepts.
Experience identifying operational inefficiencies and implementing automation or data-driven improvements.
Familiarity with APIs and enterprise software integrations.
Excellent communication, facilitation, and stakeholder management skills, including experience leading outage calls and executive updates.
Experience with ITSM platforms such as ServiceNow and collaboration tools including Microsoft Teams and Slack.
Ability to create reports, presentations, and analysis using tools such as PowerPoint, Excel, Copilot, and related productivity platforms.
Strong problem-solving abilities with the capacity to manage high-pressure incidents and drive resolution.
Flexibility to support East Coast business hours, provide occasional off-hours coverage, and travel domestically or internationally when required.
Benefits:
Competitive base salary range of $160,000 - $165,000, with bonus eligibility.
Fully remote work opportunity within the United States.
Comprehensive medical, dental, and vision insurance coverage.
401(k) retirement plan.
Paid leave and vacation benefits.
Tuition reimbursement opportunities.
Access to employee discounts, wellness resources, and additional perks.
Opportunity to work on large-scale technology operations and global transformation initiatives.
How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether?
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