Manager, Incident Response

📋 Description

• Lead and manage global Major Incident Management; coordinate teams during critical disruptions.
• Oversee incident response teams; ensure SLAs are achieved.
• Drive rapid restoration of normal services; minimize business disruption.
• Establish comms strategies for major incidents; provide updates to teams and leadership.
• Provide executive reporting, outage communications, and progress updates.
• Serve as escalation point; guide investigations and resolutions.

🎯 Requirements

• 10+ years of experience in Major Incident Management, ITSM, or related operational technology roles.
• 8+ years of experience managing teams, including distributed or offshore resources.
• Proven experience owning and improving incident management processes in large, complex organizations.
• Strong knowledge of ITIL, ITSM methodologies, and operational best practices.
• Demonstrated experience managing third-party vendors and service delivery relationships.
• Strong understanding of AI technologies (generative AI, analytics, automation, RPA).

🎁 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.
• 401(k) retirement plan.
• Paid leave and vacation benefits.
• Tuition reimbursement opportunities.