Incident Manager (Global SaaS Operations)

Position Overview

We are seeking an experienced Incident Manager to lead end-to-end response for high-severity incidents across our global SaaS platforms. This role acts as the single point of coordination during outages, ensuring timely triage, clear stakeholder communication, rapid service restoration, and strong post-incident governance aligned to ITIL. The ideal candidate combines calm, decisive leadership with solid technical acumen in cloud-native environments.

Key Responsibilities

• Act as Incident Commander for Sev1/Sev2 events; run bridges/war rooms, drive parallel workstreams, and ensure clear decision logs and ownership.
• Assess business impact, prioritize recovery actions, and coordinate across Dev/SRE, Platform, Security, and Vendor teams.
• Issue timely internal/external communications (initial, updates, RCA/PIR) and maintain executiveready status dashboards during incidents.
• Define and maintain Incident, Change, and Problem workflows, SOPs, and runbooks; ensure ITIL alignment and continuous improvement.
• Partner with Change Management to review risk, quality gates, and change freezes; reduce repeat incidents and changerelated failures.
• Oversee access management during incidents (breakglass, least privilege) and conduct postevent access reviews.
• Own weekly/monthly reporting (KPIs/SLAs/SLOs, trend analysis, recurring faults) and drive corrective actions with owners and deadlines.
• Manage stakeholders and customers with calm, credible updates, action plans, and clear expectations.
• Capture lessons learned, update knowledge articles/runbooks, and coach teams on best practices.

Required Qualifications

• Bachelors degree in IT, Computer Science, or related field.
• 6+ years in Incident Management within 247 global operations.
• ITIL Foundation certification (required); ITIL Intermediate/Managing Professional is a plus.
• Proven experience leading major incidents with multiteam coordination and executive communication.
• Excellent written and verbal communication; able to articulate complex issues to technical and nontechnical audiences.
• Strong analysis, prioritization, and decisionmaking under pressure.

MustHave Technical Knowledge

• Microsoft Azure (Monitor, Log Analytics/App Insights, core compute/networking).
• Kubernetes / AKS operations fundamentals.
• Windows & Linux operational basics.
• ServiceNow (Incident/Change/Problem) for ITSM processes.
• PagerDuty for oncall management and escalation policies.
• Salesforce for customer case and communication workflows.

Key Skills & Competencies

• Customercentric, processdriven, and resultsoriented.
• Strong stakeholder management; ability to influence without authority.
• Structured, detailoriented, and excellent facilitation/bridge leadership.
• Comfortable working across time zones in a fastmoving environment.

KPIs Owned

• MTTA/MTTR; incident volume and severity distribution.
• SLA/SLO adherence; repeat incident rate; problem backlog burndown.
• Change failure rate linked to incidents; timetoRCA/PIR closure.
• Timeliness and quality of communications; runbook coverage and freshness.

Desirable

• Deeper Azure/Kubernetes/SRE experience (scaling, resiliency, observability).
• Advanced ITIL certifications (Change, Problem, Service Operations).
• Familiarity with monitoring/observability stacks (Prometheus/Grafana, Azure Monitor).

Additional Information

• Weekend and on-call support may be required on a rotational basis.
• Coordination with customers and teams across multiple regions/time zones.