Major Incident Manager

For our client, we are seeking a Major Incident Manager to join the team of a leader in the Information Technology space.

This role will own the coordination and resolution of major service incidents in a fast-paced, customer-facing environment. You will partner closely with engineering, product, and support teams to restore service quickly, communicate clearly during high-pressure situations, and strengthen the incident management process over time.

The position also has a strong federal customer support component, requiring disciplined post-incident analysis, executive-ready communication, and a focus on preventing repeat issues across a global operating model.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $124,000 – $155,000 annually

Responsibilities

• Own major incidents from detection through post-mortem, focusing on federal customer needs
• Lead cross-functional incident response with engineering, product, and support teams
• Prepare and deliver customer updates and Root Cause Analysis reports
• Collaborate with problem management to identify patterns and drive preventive measures
• Participate in global on-call rotations and improve incident management processes

Qualifications

• 5-7 years of experience in incident management roles
• Proven ability to own and manage major service incidents
• Experience in creating and delivering post-mortem reports and Root Cause Analysis
• Strong communication skills, especially for executive-level presentations
• Understanding of web, networking, and security protocols
• Demonstrated use of AI tools to improve operational workflows
• U.S. citizenship required for federal customer support

Benefits

• Various health plans
• Time off for vacation and sick leave
• Parental leave options
• Retirement savings options
• Education reimbursement
• In-office perks

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.