Technical Program Manager, Incident Management

5+ years of experience as an Incident Technical/Engineering Program Manager Technical expertise and experience, including exposure to SaaS/cloud environments Strong understanding of incident management programs (e.g., Incident.io, PagerDuty, ServiceNow, Rootly, Atlassian) Hands-on experience with creating incident management programs from 0-1 Successfully led incident management programs within enterprise-level environments Detail-oriented, self-organized, and collaborative Strong communication skills (written and verbal) Bias for action, balancing execution focus with diplomacy and accountability Shipped technical products/services across cross-functional teams

Lead the end-to-end lifecycle of all major incidents Ensure effective communication, escalation, and resolution of incidents Deliver clear and timely updates across engineering, leadership, and non-technical teams for major incidents Manage P1-P4 incidents within their respective SLAs Coordinate across all engineering teams for global customer coverage Assist in developing and maintaining incident playbooks Work with engineering managers to enhance monitoring and triage processes Ensure resolutions are prioritized and mitigated with Security, IT, and Engineering teams Deliver post-mortem updates with clear actions Proactively resolve issues, coordinate dependencies, and prioritize impacts