Engineering Manager, Incident Management

Responsibilities The USDS JV Incident Management Team (IMT) is a critical team within the USDS JV Tech and Product organization, dedicated to ensuring the resilience and reliability of TikTok’s U.S. Data Security infrastructure. As a security-first division, we focus on providing specialized oversight and protection for U.S. user data and the platforms that support them.

While global teams monitor overall service health, IMT is uniquely positioned to manage the "blast radius" within the USDS environment. We act as the bridge between technical engineering teams (SRE, Infrastructure, Platform) and business stakeholders, ensuring that every major incident is handled with the precision and urgency required by our unique operating environment.

As a Manager of the Incident Management, you will be at the forefront of protecting the TikTok experience for millions of users. You will join a cohesive, proficient team committed to upholding the highest standards of professionalism and technical expertise, directly contributing to the safety and security of the U.S. digital ecosystem.

Responsibilities

• Lead, manage, mentor, and coach Incident Managers to strengthen their technical expertise and foster a culture of excellence, accountability, and continuous growth.

• Provide technical leadership across projects, define long-term architectural direction, and drive initiatives aligned with business goals and scalability needs.

• Serve as the point of escalation for high-severity incidents. Oversee and deliver clear, timely, and accurate communications to internal stakeholders, executive leadership, and customer-facing teams during critical incidents.

• Analyze incident data and operational metrics to identify systemic trends. Drive cross-organizational initiatives to reduce Mean Time to Detect (MTTD) and Mean Time to Resolution (MTTR). Maintain highly visible operational dashboards to support IMT decisions and provide visibility into system health as well as incident metrics.

• Facilitate blameless post-mortems, ensuring root causes are thoroughly identified, actionable remediation items are tracked, and lessons learned are shared globally.

• Partner closely with SREs, Infrastructure, and development teams to refine alert thresholds, reduce alert fatigue, and ensure escalation pathways are optimized.

• Design and build automated workflows to streamline incident response, such as automated stakeholder communications, auto-remediation scripts, and tool integrations.

• Participate in a 24/7 coverage, ensuring operational efficiency and communications during incidents, including weekends and holidays as needed..

Qualifications Minimum Qualifications

• Bachelor or above degree in Computer Science or a related technical discipline with 5+ years of experience in Incident Management, SRE, Production Engineering roles, including 5+ years of experience leading and managing engineering teams and projects, along with in-depth involvement in large-scale distributed systems and applications, networking, operating systems, infrastructure-related services, and storage.

• Proven track record of building and leading high performing teams responsible for running and supporting distributed services/systems at scale.

• Strong understanding of cloud computing concepts (AWS, GCP, or Azure), modern infrastructure architectures (microservices, Kubernetes, CI/CD pipelines), and modern observability tools.

• Experience with incident management and a blameless postmortem culture.

• Strong understanding of operational KPIs, SLAs, and system reliability engineering practices.

• Exceptional verbal and written communication skills, with a track record of translating deeply technical issues into clear business impact summaries for leadership.

• Strong working knowledge of ITIL incident management frameworks or modern DevOps/SRE incident management and response practices.

Preferred Qualifications

• 5+ years of experience in Incident Management, Production Support, or SRE/Operations within a large-scale SaaS or cloud environment.

• Proven experience implementing auto-remediation workflows, or Event-Driven Ansible/Runbook automation to programmatically resolve common alerts.

• Advanced proficiency with modern incident orchestration platforms like PagerDuty, Opsgenie, JIRA Service Management, and Slack integrations.

• Experience coaching and training engineering teams on best practices for Incident Management and conducting constructive post-mortems.

About USDS TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.​

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On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.​

Why Join Us Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.​

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.​

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Diversity & Inclusion​

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.​

USDS Reasonable Accommodation USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/USDS-RA​

Job Information 【For Pay Transparency】Compensation Description (Annually)

The base salary range for this position in the selected city is $208800 - $438000 annually.​

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.​

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).​

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.​

For Los Angeles County (unincorporated) Candidates:​

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:​

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;​

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and​

3. Exercising sound judgment.​