Manager, Incident Response
J
JobgetherSecurity & IT
Fully remote work opportunity within the United States., East Coast business hoursFull-TimeManager
SalaryCompetitive base salary range of $160,000 - $165,000, with bonus eligibility.
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Job Details
- Experience
- 10+ years of experience in Major Incident Management, IT Service Management, or related operational technology roles; 8+ years of experience managing teams
- Required Skills
- RESTful APIsSlackServiceNowGenerative AI
Requirements
- 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.
- Flexibility to support East Coast business hours, provide occasional off-hours coverage, and travel domestically or internationally when required.
Responsibilities
- 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.
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