Manager, Incident Management

Manager, Incident Management

Summary:

​The Manager, Incident Management is responsible for leading the team that oversees major incident response, ensuring the availability, reliability, and performance of Tekion’s products and platforms. This role coordinates cross-functional resources during incidents, drives root cause analysis, and ensures timely communication to stakeholders. The manager also develops incident management processes, reporting, and continuous improvement practices to minimize business impact and strengthen operational resilience. ​

Duties & Responsibilities:

• ​Lead and manage the Incident Management team responsible for major incident response and coordination.
• ​Oversee the detection, triage, escalation, and resolution of high-severity incidents across systems and services.
• ​Serve as the incident commander during critical events, ensuring clear roles, responsibilities, and communication.
• ​Partner with Engineering, SRE, Security, and Product teams to drive post-incident reviews and ensure remediation actions are implemented.
• ​Develop and maintain incident management policies, playbooks, and escalation protocols.
• ​Provide executive-level updates and incident reporting to leadership and stakeholders.
• ​Analyze incident trends and metrics to proactively reduce risk and improve system reliability.
• ​Ensure 24/7 readiness of the incident management process through team scheduling, training, and automation.
• ​Drive a culture of accountability, learning, and continuous improvement across incident response practices. ​

Qualifications:

• ​8+ years of experience in IT operations, engineering, or site reliability, including 3+ years in an incident management or operational leadership role.
• ​Proven ability to lead major incident response in high-availability, large-scale environments.
• ​Strong understanding of incident management frameworks, service reliability practices, and ITIL or similar methodologies.
• ​Excellent communication skills, with the ability to provide concise updates during high-pressure situations.
• ​Experience driving root cause analysis, continuous improvement, and cross-functional alignment.
• ​Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field.

Experience Level

Senior Level