Incident Management Specialist

Job Summary

To build a robust incident response program, the full-time remote Incident Management Specialist will design and implement processes for incident management, train personnel, and oversee customer communications during critical incidents.

Key responsibilities

• Define incident criteria and develop a severity model with response-time targets
• Establish and manage the incident commander rotation, including personal involvement in incident response
• Oversee customer communication and root cause analysis post-incident, ensuring timely and clear updates

Required qualifications

• 8 to 12 years of experience in incident management, escalation management, or technical program management
• Proven track record of building or significantly contributing to an incident and escalation program
• Familiarity with incident management tools such as PagerDuty or equivalent
• Strong decision-making skills under pressure, with the ability to communicate effectively with senior leaders and customers
• Technical understanding of telephony or real-time systems is a plus