Senior Manager, Incident Management

Job Summary

Leading a high-performing team, the full-time Senior Manager, Incident Management will oversee the "Order-to-Cash," "Procure-to-Pay," and "Record-to-Report" lifecycles, ensuring the resilience and observability of a global SaaS ecosystem while transitioning to proactive engineering practices.

Key responsibilities

• Lead, mentor, and develop a team of Site Reliability Engineers (SREs), fostering a culture of accountability and continuous learning
• Architect observability across complex business processes and define Service Level Objectives (SLOs) for critical SaaS integrations
• Own the Major Incident Response process, ensuring efficient "War Rooms" and driving actionable improvements post-incident

Required qualifications

• 8+ years of experience in SRE, DevOps, or Production Engineering, with at least 2 years in a management role
• Deep understanding of Order-to-Cash or Procure-to-Pay cycles and their impact on business operations
• Experience managing enterprise ecosystems such as NetSuite, SAP, Workday, or Salesforce
• Strong knowledge of Networking (SD-WAN, VPNs) and Identity Management (IAM)
• Proficiency with monitoring tools like Datadog, Splunk, New Relic, or Prometheus