Lead Incident Manager

Role Overview

• Serve as the enterprise Incident Commander for all severity incidents providing command-and-control leadership during critical events.
• Establish incident response standards, escalation protocols, and decision frameworks to ensure consistent and effective execution across technology domains.
• Lead post-incident reviews and executive-level debriefs focused on root cause, risk exposure, and systemic improvements.
• Own and evolve the Problem Management framework, ensuring effective root cause analysis, corrective actions, and long-term risk mitigation.
• Analyze enterprise incident trends, recurring failure patterns, and systemic risks; partner with Engineering, Infrastructure, and Business teams to drive sustainable improvements.
• Define and monitor KPIs (MTTR, incident recurrence, SLA impact, etc.) to measure operational health and maturity.
• Lead incident coordination for Production Disaster Recovery events and Business Recovery Exercises.
• Ensure procedures meet Business Continuity Management governance requirements and regulatory standards.
• Partner with Risk, Compliance, and Audit teams to maintain documentation, artifacts, and evidence supporting internal and external audits.
• Create, maintain, and continuously enhance incident and problem management policies, procedures, and playbooks.
• Ensure alignment with ITIL, ITSM, and enterprise risk management frameworks.
• Drive automation and tooling improvements within ITSM platforms to improve response efficiency and reporting accuracy.
• Provide timely, accurate, and executive-ready communications during major incidents.
• Serve as a trusted advisor to senior leadership during high-impact operational events.
• Influence cross-functional leaders to prioritize reliability engineering, risk reduction, and resiliency investments.
• Support the company’s commitment to risk management and protecting the integrity, availability, and confidentiality of systems and data.
• Ensure incident processes integrate with cybersecurity, operational risk, and regulatory compliance requirements.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent experience.
• 8+ years of progressive experience in Incident Management, IT Operations, Production Support, SRE, or related disciplines, including leadership of major incidents.
• Demonstrated experience leading enterprise-level incident response and problem management programs.
• Strong knowledge of Business Continuity planning and Disaster Recovery execution.
• Deep understanding of ITIL and IT Service Management frameworks.
• Exceptional written and verbal communication skills with the ability to translate complex technical issues for executive audiences.
• Proven ability to remain calm, decisive, and structured during high-pressure, high-visibility situations.
• ITIL® 4 Foundation or higher certification preferred.
• Business Continuity certifications (CBCP, CBCI, MBCP) preferred.
• Experience operating in regulated or audit-intensive environments preferred.
• Experience implementing ITSM tooling enhancements or automation initiatives preferred.

Tech Stack

• Cyber Security
• ITSM

Benefits

• Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.
• 401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.
• Paid Time Off – Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.
• 12 weeks of Paid Parental Leave
• Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.
• And SO much more! We continue to enhance our program, so be sure to check our Benefits page here for the latest.