Incident Manager
Incident Manager
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Job Description
As a Remote Incident Manager you will be responsible for leading the response to major incidents that disrupt business operations ensuring timely resolution root cause identification and continuous improvement. This role serves as the central point of coordination during service disruptions providing clear communication to stakeholders enforcing escalation procedures and minimizing downtime across IT systems and infrastructure.
You will work closely with IT operations security DevOps engineering and service desk teams to triage investigate and resolve high-priority incidents. Your ability to stay calm under pressure maintain a structured approach to incident response and effectively communicate with both technical and non-technical stakeholders is essential for success.
Key Responsibilities:
Serve as the primary coordinator for major incidents affecting production systems applications or infrastructure
Lead incident bridges and war rooms ensuring proper escalation timely collaboration and task ownership
Ensure clear real-time communication with stakeholders including business leadership support teams and customers
Follow incident management frameworks (e.g. ITIL ISO 20000) to track incident progress and document timelines
Work with technical teams to ensure root cause analysis (RCA) resolution and post-incident review (PIR) are completed
Maintain and improve incident management procedures and escalation protocols
Monitor system alerts SLAs and dashboards to identify and respond to anomalies proactively
Contribute to change and problem management workflows to reduce future incidents
Document incident metrics trends and lessons learned; report performance against incident SLAs
Assist in developing playbooks and training materials to strengthen organizational readiness
Required Qualifications:
Bachelors degree in Information Technology Computer Science Cybersecurity or a related field (or equivalent experience)
2 years of experience in incident management IT operations site reliability or technical support
Proven experience managing high-severity technical incidents in cloud or enterprise environments
Strong understanding of infrastructure components (e.g. servers databases networks APIs cloud platforms)
Familiarity with incident management tools (e.g. ServiceNow PagerDuty Opsgenie Jira Splunk)
Excellent communication and conflict resolution skills; ability to drive consensus and urgency during crises
Ability to work on a rotating schedule including nights/weekends if needed for 24/7 incident support.
Employment Type
Full Time
