Incident Management Specialist

Job Summary

Building an incident response program, the full-time Incident Management Specialist will design and implement processes for managing incidents, train incident commanders, and maintain customer relationships during critical situations in a remote environment.

Key responsibilities

• Define incident criteria and establish a severity model with response-time targets
• Design and implement incident management processes, including tooling, communication templates, and metrics tracking
• Own the customer-facing root cause analysis and conduct blameless post-incident reviews

Required qualifications

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