100% REMOTE: Manager Incident Management & Operational Readiness

Role: Manager Incident Management & Operational Readiness

Location: REMOTE

Duration: 6-12 Months+

Summary

The Manager, Incident Management & Operational Readiness is responsible for leading the end-to-end operational response and service stability framework across the Reliability Engineering & Operations organization. This role drives major incident execution, executive communications, and operational governance while advancing service maturity, reliability, and readiness.

As the central point of coordination during critical service events, this leader ensures rapid restoration, transparent stakeholder communication, and disciplined root cause management. The role also partners closely with SRE, Production Support, and Service Delivery teams to strengthen operational processes, improve service performance, and reduce recurring incidents.

Key Responsibilities

Major Incident Leadership

Lead and coordinate Major Incident (Sev1/Sev2) response, including command of incident bridge calls and cross-team mobilization.

Drive timely service restoration with a bias toward action and clear accountability.

Ensure proper escalation, communication flow, and stakeholder alignment during high-impact events.

Executive & Stakeholder Communications

Deliver clear, concise, and timely updates to executive leadership and business stakeholders.

Develop and standardize communication templates and reporting practices across incident lifecycles.

Serve as the primary operational communications lead during critical incidents and service disruptions.

Incident & Problem Management Governance

Establish, govern, and continuously improve Incident, Problem, and Request Management processes aligned to ITIL principles.

Facilitate governance forums including Incident Reviews, Problem Review Board (PRB), and RCA sessions.

Ensure adherence to service management standards, SLAs, and operational policies.

Root Cause Analysis (RCA) & Problem Management

Lead post-incident reviews and enforce high-quality root cause analysis practices.

Track corrective and preventive actions through closure with clear ownership and accountability.

Analyze trends to proactively identify systemic issues and eliminate recurring incident patterns.

Operational Readiness & Service Excellence

Partner with SRE and Production Support Engineering to improve operational maturity and resilience.

Drive runbook development, operational preparedness, and readiness reviews for new and existing services.

Conduct workshops to reinforce process understanding, SLA accountability, and operational consistency.

Metrics, Reporting & Continuous Improvement

Develop and maintain dashboards tracking MTTR, incident volume, SLA compliance, and operational KPIs.

Compile, analyze, and present service performance metrics to leadership and stakeholders.

Identify process gaps and lead continuous improvement initiatives to enhance service reliability and efficiency.

Service Delivery & Process Oversight

Monitor incident, problem, change, and request lifecycle metrics (including aging and SLA adherence).

Collaborate with Service Delivery Managers to ensure accurate SLA reporting and proactive performance management.

Act as a subject matter expert for service management processes, tools, and standards.

Required Qualifications

5+ years of experience in Incident Management, IT Operations, Service Management, or related discipline.

Proven experience leading major incident response and facilitating executive-level communications.

Strong working knowledge of ITIL (v4 preferred) frameworks and service management processes.

Hands-on experience with ServiceNow (incident, problem, and reporting modules).

Experience with operational metrics, reporting, and data analysis (SQL/reporting tools preferred).

Technical & Professional Skills

Strong understanding of Incident, Problem, Change, and SLA Management practices.

Advanced reporting and analytical skills with the ability to interpret operational data and trends.

Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word) and reporting tools.

Ability to develop, document, and standardize processes and procedures.

Solid understanding of service delivery models and customer support operations.