Incident Manager

We are seeking a proactive, calm-under-pressure Incident Commander to manage incident response within our SaaS operations. In this role, you'll serve as the authoritative voice during incidents, steering resolution while ensuring effective communication across teams, driving resolution, performing root cause analysis (RCA), and ensuring clear post-incident documentation for both internal teams and customers.

What You Will Be Doing

• Initiate and oversee the incident response efforts, acting as the primary bridge upon detection within a 24/7 SaaS environment.
• Collaborate with cross-functional teams, including engineers, product management, and support. Leverage and implement integration in tools such as JIRA, PagerDuty, New Relic, AWS and Microsoft Teams to monitor, manage, and coordinate incident handling.
• Drive teams to resolve incidents quickly and efficiently.
• Understand the software and infrastructure landscape to guide resolution stra...