We are looking for a talented Incident Manager to join our growing global team at Sectigo.
The Incident Manager plays a critical role in ensuring the stability and resilience of the organization鈥檚 technology services by leading the response to unplanned service interruptions and driving rapid restoration of service.
This role represents a unique and exciting opportunity to build and mature the incident management function from the ground up. The successful candidate will design, implement, and operationalize incident management processes, standards, and governance while partnering closely with infrastructure, application, security, and business teams. In addition to managing live incidents, the Incident Manager will establish best practices, define severity models, improve communication workflows, and embed a culture of continuous improvement across the incident lifecycle.
This is a full-time and remote position based in the U.S., ideally based in Eastern Time. The target compensation package for this role is between 100,000 and 110,000 base, subject upon internal equity and years of experience. We may make further adjustments through an approval process if the targeted compensation range needs to be modified based on business needs and market trends.
Here are the core functions, responsibilities, and expectations for this role:
- Lead critical incident response: Own and coordinate Sev 1 and Sev 2 incidents, ensuring timely engagement of technical teams, effective decision-making, and rapid service restoration.
- Build incident management processes from the ground up: Define incident severity models, escalation paths, roles, and responsibilities, Establish standardized incident response, communication, and resolution workflows, create runbooks, playbooks, and operating procedures to support consistent execution
- Incident command and communication: Serve as the central point of coordination during major incidents, providing clear, timely, and accurate communication to technical teams, leadership, and business stakeholders.
- Lifecycle ownership: Manage incidents from detection through resolution, post-incident review, and closure, ensuring accountability at every stage.
- Documentation and reporting: Maintain detailed incident records, timelines, and outcomes; develop dashboards and metrics to track trends, performance, and areas for improvement.
- Continuous improvement: Analyze incident data to identify systemic issues, recurring patterns, and opportunities to reduce incident frequency and impact.
- Problem management integration: Lead root cause analysis (RCA) efforts and, when applicable, initiate and track problem management activities through to resolution.
- Domestic and international travel as required for site support, meetings, and projects.
- Perform additional duties aligned with company initiatives and evolving business needs.
- Additional tasks associated with this position may be assigned in response to company initiatives and business needs.