Manager - Major Incident Management

Lead the Incident, Change, and Problem Management programs end-to-end, applying a risk-based framework to prioritize efforts across the company where they reduce the most organizational risk

Define, maintain, and report on operational health metrics that provide clear, ongoing visibility into service availability, incident trends, change success rates, and residual risk

Deliver regular operational reporting to leadership, surfacing systemic patterns, unresolved follow-ups, and areas of elevated risk with clear recommendations

Coach and develop a team of Major Incident Managers, setting clear expectations for structured incident command, stakeholder communication, and post-incident follow-through

Own the Post-Incident Review process, ensuring blameless, high-quality analysis that turns findings into prioritized problem records and measurable improvements

Own and continuously improve the Change Management process, balancing delivery speed with risk reduction through clear classification, approval, and review standards

Partner with Engineering, Product, Security, and Mission Control to align on risk appetite, reduce time to mitigation, and ensure change governance supports the product roadmap

Use incident, problem, and change data to identify recurring failures, weak controls, and systemic causes — driving prioritization of corrective actions based on strategic impact

5-8 years of experience managing teams who deliver Major Incident Management and Problem Management functions within multinational, distributed companies

Proven people management experience leading operational or incident-focused teams (e.g., Incident Managers, SRE, NOC/Command Center)

Track record of defining operational metrics and building reporting that gives leadership clear visibility into operational health and risk

Strong understanding of ITIL or similar service management frameworks (Incident, Problem, and Change Management), applied pragmatically in modern engineering organizations

Demonstrated ability to lead critical incidents under pressure with structure, clarity, and calm decision-making

Experience establishing or maturing post-incident review practices and translating findings into systemic improvements

Familiarity with Atlassian products and ITSM platforms (e.g., Jira Service Management, Confluence, Statuspage)

Experience using or developing AI tooling to enhance correlation, accuracy, and speed for outage resolution and problem management

Excellent written and verbal communication skills in English, with the ability to tailor messages to executives, engineers, and non-technical stakeholders