Incident Response Manager

Job Summary

A company is looking for a Manager, Incident Response, Support.

Key Responsibilities

• Lead and develop a team of incident responders, managing performance and fostering a culture of accountability
• Coordinate the response to merchant-impacting incidents and escalated support cases, ensuring alignment with broader priorities
• Drive post-incident reviews to identify root causes and prevent recurrence, while maintaining communication with executives and stakeholders

Required Qualifications

• Experience in incident and crisis response or escalated support
• Proven experience leading and developing teams in high-volume operations across time zones
• Ability to work autonomously in fast-paced, ambiguous environments
• Fluency with current AI tools and systems
• Experience collaborating with cross-functional teams, including engineering and product