Senior Technical Incident Manager

What you'll do

• Serve as the single accountable leader for high-severity events from initial declaration through final resolution and closure.
• Assess and adjust event severity levels based on real-time customer impact and business requirements.
• Manage incident bridges to align engineering efforts with customer communication teams on a single source of truth.
• Sequence cross-functional tasks across engineering, operations, legal, and security teams to ensure rapid service restoration.
• Track and execute all regulatory notification obligations and customer communications alongside technical mitigation efforts.
• Proactively investigate early warning signals to identify and mitigate potential issues before they impact customers.
• Lead the post-event loop by ensuring root cause analysis and corrective actions are completed and tracked.
• Design, conduct, and score simulated incident exercises to train partner teams on response protocols.

What we're looking for

• Candidates must be a U.S. citizen, national, permanent resident, or lawfully admitted as a refugee or granted asylum.
• 5+ years of technical product or program management experience.
• 7+ years of experience working directly with engineering teams.
• 5+ years of technical program management experience specifically working with software engineering teams.
• 5+ years of major incident or problem management experience for mission-critical, customer-facing services.
• Excellent written and verbal communication skills to provide updates for both engineers and executive stakeholders.
• Working knowledge of operational excellence practices such as ITIL, change management, DevOps, or SRE.
• Export control laws and regulations, candidates.