Sr. Incident Manager​/AI Prompt Coordinator

Position: Sr. Incident Manager/ AI Prompt Coordinator
Description

The company is rapidly scaling its enterprise escalation and incident management capability and is seeking seven Senior Incident Managers to support its Incident Commanders during major technology incidents. While the Incident Commander runs the room and makes critical decisions, the Senior Incident Manager ensures the response machine runs smoothly behind the scenes - tracking tasks, coordinating resources, maintaining documentation, and ensuring nothing falls through the cracks during high-pressure, fast-moving incidents.

This is a coordination and execution role that requires manager-level maturity, strong organizational instincts, and the ability to stay calm, focused, and non-technical in environments where everyone else is deep in the weeds. The role also carries responsibility for AI-assisted automation of incident documentation and executive reporting as the team modernizes its escalation operating model.

How You'll Spend Your Time

Incident Coordination & Task Management

During active incidents you'll serve as the operational backbone of the response - tracking tasks and timelines, ensuring action items are assigned and followed through, paging and escalating the correct resources, and maintaining accountability across the response team. While the Commander directs the response, you make sure the execution happens. Nothing gets lost, nothing gets forgotten, and everyone knows what they're responsible for.

Documentation & Scribe Function

You'll maintain thorough, accurate records throughout the incident lifecycle - capturing timelines, decisions made, actions taken, and outcomes. This documentation is the foundation for post-incident reviews and executive reporting. Accuracy and completeness matter as much as speed - the record you create during an incident is what leadership will rely on afterward.

AI Prompt Automation & Reporting

You'll leverage AI tools including Microsoft Copilot and Gemini to automate incident documentation, initiate recording and transcription workflows, and support the generation of post-incident reviews and executive summaries. You don't need to be an AI engineer - but you need to be proficient enough with these tools to use them effectively without training and to validate that outputs are accurate.

Post-Incident Review Support

Following major incidents you'll support the post-incident review process - compiling documentation, tracking action items, and ensuring that recommendations are assigned and followed through. You'll help produce structured, non-technical executive summaries that communicate business impact, root cause, and next steps clearly to Senior leadership.

Cross-Team Coordination & Communication

You'll facilitate communication among various teams during incidents - ensuring that the right people have the right information at the right time and that there is a unified, coordinated response. You'll also manage notifications to Microsoft Teams channels and subscriber email accounts as part of the early-warning and incident communication infrastructure.

Immediate Priorities - First 90 Days:

Integrate into the enterprise escalation model and demonstrate the ability to support major incident calls independently - tracking tasks, managing documentation, and coordinating resources without requiring coaching on process

Get proficient with the team's incident management tooling stack including Service Now, Pager Duty, OPTIC, Slack, and Microsoft Teams - and begin leveraging AI tools (Copilot, Gemini) to automate documentation and reporting workflows

Build familiarity with The IT organization - understanding who to page, how to escalate, and which teams own

Skills

Incident management, Itil, gemini, Microsoft Copilot, SQL

Top Skills Details

Incident management,Itil,gemini,Microsoft Copilot,SQL

Additional

Skills & Qualifications

Technical

Skills:

-Proficiency with Microsoft Copilot, Slack, Microsoft Teams, and incident management tools (OPTIC preferred)

-Familiarity with AI and prompt engineering concepts

Communication

Skills:

-Strong ability to translate technical details into business‑focused language

-Experience producing executive‑level reports

Analytical

Skills:

-Abi…