Senior Incident Manager

Incident Management & Response Leadership:

• Lead the identification, triage, escalation, and resolution of incidents to minimize customer and business impact.
• Act as the incident commander during major incidents, facilitating and managing incident bridge calls.
• Ensure incidents are acknowledged, tracked, escalated, and resolved in accordance with established SLAs.

Communication & Stakeholder Coordination:

• Provide timely, clear, and professional communication to internal stakeholders throughout the incident lifecycle.
• Coordinate with Engineering, CloudOps, Security, vendors, and data center partners during incident response.
• Ensure accurate documentation and reporting of incident status, timelines, and outcomes.

Process, Documentation & Continuous Improvement:

• Develop, maintain, and improve incident management processes, procedures, runbooks, and playbooks.
• Identify gaps in documentation and incident workflows and drive corrective actions.
• Conduct or oversee post-incident reviews and root cause analyses (RCA).