Join our Team

About this opportunity

The Incident Manager will lead the end-to-end incident lifecycle to restore IT services quickly and minimize business impact. This is a 24x7 role that sits at the center of service reliability—combining crisis leadership, cross-functional coordination, and technical exposure. This is more than incident coordination: it’s a hands-on leadership position that drives outcomes during high-pressure events and builds long-term resilience.

What you will do

• Own and drive the incident management lifecycle, including identification, escalation, mitigation, and closure.
• Lead major incidents (P1/P2), coordinating responders, prioritizing actions, and making decisions under pressure to restore services rapidly.
• Act as the central point of accountability during critical moments, mobilizing teams and stakeholders to resolve disruptions.
• Bring clarity to complex, ambiguous situations by organizing information, defining next steps, and steering technically complex investigations.
• Provide clear, timely status updates on impact and resolution progress to technical teams, business units, and leadership.
• Ensure incidents are resolved within SLA and that all actions are tracked and completed.
• Maintain and continuously improve incident management policies, runbooks, and procedures.
• Collaborate with Problem, Change, Service Desk, and Operations teams to drive root-cause analysis and prevent recurrence.
• Ensure accurate incident documentation and reporting in ITSM tools and support audit and compliance activities related to incident management.

You will bring

• Proven experience leading major IT incidents in fast-paced, high-stakes environments.
• Strong crisis leadership and decision-making skills, with the ability to remain calm and authoritative under pressure.
• Excellent communication skills for technical and non-technical audiences, including executives.
• Ability to synthesize complex information, prioritize actions, and coordinate distributed teams.
• Familiarity with ITSM tools, incident management frameworks, and SLA-driven operations.
• A continuous-improvement mindset with experience developing runbooks, playbooks, or incident processes.
• Flexibility and willingness to operate in a 24x7 on-call/responsible rotation.
• Relevant certifications or background in IT operations, service management, or related technical domains is a plus.