Incident Management Specialist

Job Summary

To build a robust incident management program, the full-time remote Incident Management Specialist will design and implement incident response protocols, train incident commanders, and manage customer relationships during critical incidents.

Key responsibilities

• Define incident criteria and author a severity model with response-time targets
• Build and train the incident commander rotation, ensuring effective incident command and communication
• Own post-incident processes, including customer-facing root cause analyses and follow-up communications

Required qualifications

• 8 to 12 years of experience in incident management, escalation management, or technical program management in a large-scale environment
• Proven track record of building incident and escalation programs from the ground up
• Hands-on experience with incident management tools such as PagerDuty or equivalent
• Strong decision-making skills under pressure, with the ability to communicate clearly in high-stress situations
• Technical familiarity with telephony, carrier dynamics, or real-time systems is a plus