Job ID: JOB_ID_6533
Job Description: Incident Manager
We are seeking an experienced Incident Manager for a long-term contract position. This role is based in Oakland, CA, with a hybrid onsite/remote work arrangement. The ideal candidate will have 7-10 years of experience in incident management and a strong understanding of cloud services.
Responsibilities:
- Manage incident management bridge calls, coordinating with support teams, on-call support, application teams, and management.
- Oversee, escalate, status, and assist in coordinating repair efforts for all major incidents (P1-P4).
- Provide regular communication updates to the Customer, End-Users, and other Stakeholders throughout the Incident Management lifecycle.
- Track and document incident updates in real-time.
- Handle major incidents with presence of mind and innovation, as these are highly escalated cases.
- Support the development and execution of change management plans to drive adoption and utilization of new processes, systems, and technologies.
- Review changes, assessing their priority, urgency, and performing risk analysis.
- Create problem tickets and respective action items, reviewing root cause analysis and its closure.
- Perform Post-Incident Reviews (PIR) and Postmortem reports.
- Lead Site Reliability, Disaster Recovery, Game Day, Switchover, and Failover activities.
Required Experience and Skills:
- 7-10 years of experience in incident management or a related field.
- Proficiency in handling multiple monitoring tools such as ServiceNow, PagerDuty, Slack, Zoom, JIRA, etc.
- Knowledge of Cloud services is a must (AWS/Azure/GCP).
- Advanced proficiency in site reliability culture and principles, with the ability to demonstrate implementation across platform teams while avoiding common pitfalls.
- Experience in planning and conducting site reliability testing.
- Experience with Application Management Services (AMS).
- Solid understanding of incident management, change management, and problem management processes and procedures.
- Experience with and knowledge of change management principles, methodologies, and tools.
- Degree in Computer Science, Information Technology, or a related field is required.
This role requires a candidate who can effectively manage critical incidents, drive process improvements, and ensure the reliability and availability of systems in a hybrid work environment.
Compensation & Location
Salary: $90,000 – $130,000 per year (Estimated)
Location: Oakland, CA
Recruiter / Company – Contact Information
Email: pta@alltechconsultinginc.com
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