Technical Incident Manager

• Reorting to: Reliability Officer / VP Engineering
• Schedule: Rotating 4-day on / 3-day off shift, 32 hrs/week, part of 24/7 coverage across three
• 8-hour shifts

What You'll Do

• Serve as Incident Commander for Sev 1–4 incidents, owning coordination,

communication, and resolution from declaration to closure.

• Perform initial triage — gather basic diagnostics, follow runbooks — then escalate to the

right owner with a clear summary of findings and impact.

• Own the incident retro process: scheduling, facilitating blameless postmortems, and

driving action items to closure.

• Debrief with engineering teams each shift to capture lessons learned and flag process

gaps.

• Create and maintain incident playbooks with SMEs, keeping documentation current.
• Lead monthly dry runs and readiness exercises across teams.
• Facilitate weekly on-call debriefs to surface pain points and track improvement tickets.
• Report incident metrics (MTTR, retro completion time) to leadership on a regular

cadence.

• Support operational governance, including change management reviews.

What You Bring

• Experience leading incident response as an Incident Commander or Major Incident

Manager during high-severity outages.

• Strong composure and decision-making under pressure, able to direct SMEs without

being the deepest technical expert.

• Excellent communication skills, translating technical situations for engineers and

executives alike.

• Experience running structured postmortems or root-cause analysis.
• Strong organizational skills to track multiple action items and deadlines.
• Ability to follow documented playbooks and exercise judgement regarding the need for

escalation.

• Experience with Jira/Confluence for incident tracking and documentation.
• Ability to work rotating shifts, including nights/weekends.

Preferred Qualifications

• Background in IT service management, operations, or program management.
• Familiarity with basic monitoring/dashboard concepts.
• Experience facilitating cross-functional meetings or change initiatives.
• Data analysis or reporting experience for leadership updates.
• ITIL certification or equivalent incident/problem management training.