Incident Manager

Job description

We are seeking a highly skilled Incident Manager to lead Major Incident Management (MIM) and ensure rapid restoration of services during critical outages. This role is responsible for minimizing business impact, driving structured incident response, and continuously improving service reliability. The Incident Manager will act as the central point of coordination during high-severity incidents, working across engineering, operations, and business teams. This role also contributes to problem management, change coordination, and operational excellence initiatives, with a primary focus on incident leadership and service recovery. Key Responsibilities: Incident Management (Primary Focus) - Lead and coordinate Major Incident response (SEV1/SEV2), ensuring rapid service restoration and minimal business disruption - Act as Incident Commander during critical incidents, driving real-time decision-making and resolution efforts - Facilitate incident bridge calls, ensuring clear roles, timelines, and accountability - Establish and enforce incident management processes, including severity classification, escalation paths, and response protocols - Provide timely and structured communication to st...