Senior Manager, Incident Management

What you'll do

• Own the end-to-end incident management program including process design, tooling, and governance across the organization.
• Serve as the executive escalation point and decision-maker for high-severity or cross-functional incidents.
• Build a formal problem management practice to identify systemic root causes and ensure completion of corrective actions.
• Integrate AI-powered tools and workflows to automate incident detection, triage, summarization, and report generation.
• Manage, coach, and develop a high-performing team of incident managers while establishing clear career growth paths.
• Define and track key performance metrics like MTTR and MTTD to measure program health and reliability.
• Facilitate post-incident reviews to ensure lessons learned are translated into concrete system or process improvements.

What we're looking for

• 8+ years of experience in incident management, SRE, technical operations, or a related field.
• 2+ years of people management experience or an equivalent combination of education and experience.
• Proven track record building or scaling incident and/or problem management programs.
• Strong understanding of structured incident management practices and formal problem management methodologies.
• Experience leveraging AI tools or workflows to improve operational speed and output quality.
• Exceptional written and verbal communication skills for distilling complex technical situations for executives.
• Demonstrated judgment, composure, and decision-making under pressure during high-severity situations.
• Experience with incident/on-call tooling (e.g., Rootly, JIRA, ServiceNow) or exposure to distributed systems (preferred).