Incident Manager

Role: Incident Manager

Location: Dallas TX (Remote)

Duration: 6 Months

Organization: Reliability Engineering & Operations (REO)

Reports To: Principal Lead Software Engineer Production Support Engineering

Position Summary

• The Manager Incident Management & Operational Readiness is responsible for leading the end-to-end operational response and service stability framework across the Reliability Engineering & Operations organization. This role drives major incident execution executive communications and operational governance while advancing service maturity reliability and readiness.
• As the central point of coordination during critical service events this leader ensures rapid restoration transparent stakeholder communication and disciplined root cause management. The role also partners closely with SRE Production Support and Service Delivery teams to strengthen operational processes improve service performance and reduce recurring incidents.

Key Responsibilities

Major Incident Leadership

• Lead and coordinate Major Incident (Sev1/Sev2) response including command of incident bridge calls and cross-team mobilization.
• Drive timely service restoration with a bias toward action and clear accountability.
• Ensure proper escalation communication flow and stakeholder alignment during high-impact events.

Executive & Stakeholder Communications

• Deliver clear concise and timely updates to executive leadership and business stakeholders.
• Develop and standardize communication templates and reporting practices across incident lifecycles.
• Serve as the primary operational communications lead during critical incidents and service disruptions.

Incident & Problem Management Governance

• Establish govern and continuously improve Incident Problem and Request Management processes aligned to ITIL principles.
• Facilitate governance forums including Incident Reviews Problem Review Board (PRB) and RCA sessions.
• Ensure adherence to service management standards SLAs and operational policies.

Root Cause Analysis (RCA) & Problem Management

• Lead post-incident reviews and enforce high-quality root cause analysis practices.
• Track corrective and preventive actions through closure with clear ownership and accountability.
• Analyze trends to proactively identify systemic issues and eliminate recurring incident patterns.

Operational Readiness & Service Excellence

• Partner with SRE and Production Support Engineering to improve operational maturity and resilience.
• Drive runbook development operational preparedness and readiness reviews for new and existing services.
• Conduct workshops to reinforce process understanding SLA accountability and operational consistency.

Metrics Reporting & Continuous Improvement

• Develop and maintain dashboards tracking MTTR incident volume SLA compliance and operational KPIs.
• Compile analyze and present service performance metrics to leadership and stakeholders.
• Identify process gaps and lead continuous improvement initiatives to enhance service reliability and efficiency.

Service Delivery & Process Oversight

• Monitor incident problem change and request lifecycle metrics (including aging and SLA adherence).
• Collaborate with Service Delivery Managers to ensure accurate SLA reporting and proactive performance management.
• Act as a subject matter expert for service management processes tools and standards.
• Success Measures
• Measurable reduction in MTTR and improved service restoration outcomes.
• 100% completion and quality compliance of Sev1/Sev2 RCAs.
• Reduction in repeat incidents and improved problem resolution effectiveness.
• Increased stakeholder satisfaction with incident handling and communication.
• Demonstrated improvement in SLA compliance and operational maturity.

Required Qualifications

• 5 years of experience in Incident Management IT Operations Service Management or related discipline.
• Proven experience leading major incident response and facilitating executive-level communications.
• Strong working knowledge of ITIL (v4 preferred) frameworks and service management processes.
• Hands-on experience with ServiceNow (incident problem and reporting modules).
• Experience with operational metrics reporting and data analysis (SQL/reporting tools preferred).

Technical & Professional Skills

• Strong understanding of Incident Problem Change and SLA Management practices.
• Advanced reporting and analytical skills with the ability to interpret operational data and trends.
• Proficiency with Microsoft Office Suite (Excel PowerPoint Word) and reporting tools.
• Ability to develop document and standardize processes and procedures.
• Solid understanding of service delivery models and customer support operations.

Leadership Characteristics

• Calm decisive and highly effective under pressure.
• Strong facilitator with executive presence and the ability to influence across all levels.
• Ownership mindset with a bias toward action and results.
• Customer-focused with a strong commitment to service excellence.
• Continuous improvement mindset with the ability to identify and drive meaningful change.

Additional Expectations

• Applies independent judgment and decision-making in high-impact operational scenarios.
• Identifies process gaps and drives solutions to moderately complex operational challenges.
• Participates in and leads process improvement initiatives and operational projects.
• Builds strong partnerships across engineering operations and business teams.

• Acts as a trusted advisor on service management practices and operational readiness

Key Skills: Incident management SRE Servicenow Healthcare domain ITIL ITSM SQL