Senior Incident Manager - Remote

Overview

As a Senior Incident Manager, you’ll be at the heart of keeping our cloud operations running smoothly, ensuring incidents are resolved swiftly and effectively. This role is all about bringing calm to the chaos—leading critical incident response, driving root cause analysis, and proactively improving processes to enhance product stability.

In Short

• Lead Incident Response – Act as a primary incident manager for major incidents and oversee minor incidents.
• Ensure Clear Communication – Keep relevant stakeholders informed throughout the incident lifecycle.
• Coordinate Incident Resolution – Engage with subject matter experts and cross-functional teams.
• Drive Root Cause Analysis (RCA) – Lead post-incident reviews to identify root causes.
• Optimize Incident Management Processes – Develop and refine standardized processes.
• Monitor and Report on Trends – Analyze incident trends and performance metrics.
• Ensure SLA Compliance – Monitor incident response performance against service-level agreements.
• Facilitate Change Management – Create and execute change requests.
• Collaborate with Vendors – Coordinate with third-party vendors for hardware requests.
• Document and Share Knowledge – Maintain clear, up-to-date documentation.

Requirements

• 1-2 years of experience in Incident and Problem Management.
• Must be able to work a shift from 12 am to 8 am Mountain Time.
• Prior experience working in a SaaS environment; AWS experience is preferred.
• Hands-on experience with tools like PagerDuty, Datadog, and Jira.
• Familiarity with Microsoft products and environments.
• Ability to communicate clearly with technical teams and stakeholders.
• Skilled at breaking down complex technical information into clear language.
• Excels in high-stress situations, maintaining composure.
• Thinks on their feet and adapts strategies as needed.
• Inspires confidence in response teams and stakeholders.

Benefits

• 90% healthcare premiums company covered.
• HSA company contribution.
• 401K match at 4% with immediate vesting.
• Flexible PTO (typically 3 to 4 weeks a year).
• 10 paid holidays.
• Monthly contributions for life activities & wellness.
• Access to LinkedIn learning with monthly dedicated time.