Senior Technical Incident Manager

Principal Duties and Responsibilities

• Provide oversight and strategic coordination of end-to-end service delivery across critical platforms and systems.
• Proactively identify service trends, recurring issues, and systemic failures, and lead efforts to drive permanent resolutions.
• Lead root cause analysis (RCA) and post-incident reviews with stakeholders, identifying patterns and continuous improvement opportunities.
• Mentor and guide junior team members in incident and problem resolution techniques, ensuring knowledge transfer and skills development.
• Act as the primary escalation point for complex incidents, owning resolution and customer communication at the senior level.
• Drive continuous improvement across monitoring, automation, and system reliability to reduce operational noise and increase system resiliency.
• Lead incident bridges and engage with engineering teams and senior stakeholders to ensure timely resolution and high-quality communications.
• Champion best practices in service management including SLAs/OLAs, change management, and problem management processes.
• Contribute to tooling strategy and capability enhancements for observability, incident management, and analytics.
• Own key relationships with cross-functional partners including DevOps, Cloud Engineering, and Product teams to ensure operational readiness and service alignment.
• Represent the team in technical leadership forums and contribute to operational strategy and planning.
• Ensure consistent shift readiness by reviewing and refining runbooks, escalation paths, and shift documentation.
• Promote a culture of quality by embedding service excellence in operational procedures, ensuring processes are optimized for consistency, performance, and reliability.
• Measure and track key quality indicators and ensure feedback loops are in place for ongoing improvement.

Required Knowledge, Skills, and Qualities

• Bachelor’s degree or equivalent experience with 6 to 9 years in IT operations, site reliability, or service delivery within enterprise or SaaS environments.
• Deep understanding of Cloud architectures (Microsoft Azure, AWS, or GCP), infrastructure monitoring, and incident response.
• Demonstrated experience managing incidents in high-availability, high-throughput, mission-critical environments.
• Strong technical background with ability to lead troubleshooting across infrastructure, networking, application, and platform services.
• Advanced knowledge of monitoring, alerting, and observability tools (e.g., Grafana, Opsgenie, Datadog, Prometheus, etc.).
• Expert-level understanding of ITIL processes, particularly Incident, Problem, and Change Management.
• Experience conducting technical postmortems, producing RCA reports, and implementing service improvement plans.
• Proven ability to influence and collaborate with cross-functional technical teams and senior management.
• Strong leadership presence during high-impact events; comfortable leading conversations with engineering leaders and executive stakeholders.
• Demonstrated mentoring and coaching experience; ability to develop junior engineers and promote operational excellence culture.
• Strong focus on quality assurance within service delivery, with a commitment to maintaining high standards in documentation, execution, and outcomes.
• Excellent verbal and written communication skills with the ability to tailor messages to technical and non-technical audiences.
• Adaptability to evolving technologies and a strong drive to automate and improve existing processes.
• Willingness to participate in on-call rotation and provide senior-level support during critical incidents.