Incident Manager

Summary

An Incident Manager is responsible for identifying, analyzing, and resolving technical issues that disrupt operations in a timely manner, verifying business continuity by coordinating response teams, communicating updates to stakeholders, and implementing processes to prevent future incidents, requiring strong analytical, problem-solving, and communication skills to effectively lead during critical situations

Your role in our mission

• Lead the incident management process and oversee team members involved in resolving incidents.
• Quickly detect service disruptions, assess their impact, and escalate critical incidents to the appropriate teams
• Assemble and lead cross-functional teams to investigate, diagnose, and resolve incidents, assigning tasks and managing resource allocation
• Provide clear and timely updates to stakeholders regarding incident status, mitigation efforts, and resolution timelines
• Conduct post-incident reviews to identify the root causes of incidents, develop preventative measures, and improve future response strategies
• Develop, document, and maintain incident management procedures, including escalation protocols and best practices
• Track incident metrics, analyze trends, and generate reports to identify areas for improvement and inform decision-making
• Work closely with Infrastructure, operations, and support teams to resolve incidents efficiently.
• Proficiency in ITSM (IT Service Management), including incident management, documentation, and hardware
• Proficiency in incident response, infrastructure, ITIL, metrics, production environment, incident reports, technical issues, NOC (Network Operations Center), SOC (Security Operations Center), client-facing, Cloud, AWS and SharePoint

• Create reports as required to establish that all required SLAs are being meet for the project

What we're looking for

• Bachelor's degree or equivalent combination of education and experience
• Bachelor's degree in business administration, engineering, information systems or related field preferred
• Nine or more years of support services, project, or program experience
• Experience working with the technology industry
• Experience working with company products and operating systems
• Experience working with AWS services, architecture, and operational best practices.

Other Qualifications

• Good project management skills
• Good analytical and problem solving skills
• Good interpersonal skills to interact with customers and team members
• Good leadership and organizational skills
• Good communication skills
• Good skills in managing to contracts and budgets
• Good relationship building skills
• Ability to work in a team environment
• Willingness to travel
• Requires 24/7 on-call availability to manage and resolve critical incidents as they arise

What you should expect in this role

• HYBRID ROLE: Considering applicants who live within a 30+ mile radius of Gold River, California who are able work onsite 2 days per week 
• May require additional onsite to attend meetings and collaborations in the office as needed
• Weekend and evening work
• Opportunities to travel through your work (0-10%)
• Video cameras must be used during all interviews, as well as during the initial week of orientation
• The deadline to submit applications for this posting is 6/30/2026