Sr. Incident Manager

Location: New York

## Sr. Incident Manager Apply:
Hybrid:
NYC Global HQ:
Full time:
Posted 17 Days Ago:
JRThe Sr. Incident Manager serves as the strategic and operational leader for Double Verify's Major Incident Management program. This role owns the end-to-end incident lifecycle—from detection and technical mitigation through business impact assessment, stakeholder communication, and post-incident improvement. The position requires both deep technical acumen and strong business judgment to minimize customer impact, protect revenue, and ensure rapid, coordinated response across Engineering, Product, Commercial, and Executive teams.

This is an individual contributor role focused on incident command and program excellence.##

Key Responsibilities ### Incident Response & Coordination
* ** Incident Command**:
Lead technical and corporate response to Sev1/Sev2/Sev3 incidents, serving as single point of accountability during major disruptions
* ** Stakeholder Orchestration**:
Mobilize cross-functional teams (Engineering, Product, Commercial, QA, Tech Ops) based on incident severity and business impact using established RACI frameworks
* ** Real-Time Decision Making**:
Make rapid severity classification decisions, approve escalations, and coordinate technical remediation efforts to restore service
* ** Communication Leadership**:
Drive timely, accurate updates to internal stakeholders and executives; coordinate external client/partner communications when business impact warrants### Process Ownership & Continuous Improvement
* ** Program Management**:
Own and evolve the Major Incident Management (MIM) process, ensuring adherence to defined standards, SLAs, and escalation procedures across all product lines
* ** Metrics & Analytics**:
Track, analyze, and report on incident trends, MTTR, recurring issues, and process effectiveness; present quarterly insights to leadership
* ** Retrospective Leadership**:
Facilitate post-incident reviews within 48 hours of resolution, driving accountability for action items and lessons learned
* ** Documentation & Training**:
Maintain runbooks, response playbooks, and communication templates; train incident managers and technical leads on MIM best practices### Business Impact Management
* ** Impact Analysis Oversight**:
Partner with Tech Ops, Product, and Commercial teams to assess customer, revenue, and reputational impact
* ** Risk Assessment**:
Translate technical incidents into business language for executive stakeholders; recommend actions based on exposure, financial impact, and client churn risk
* ** Client Communication Strategy**:
Determine when external communication is required; collaborate with SSO, Product Marketing, and Legal to draft and approve client-facing messaging
* ** Billing & Revenue Protection**:
Work with Commercial and Billing leads to quantify financial impact and coordinate credit/refund decisions when revenue is affected### Strategic Initiatives
* ** Automation & Tooling**:
Drive adoption of AI-powered incident automation, including auto-triage, impact analysis tools, and intelligent alerting
* ** SLO Framework Integration**:
Partner with SRE teams to align incident response with Service Level Objectives and error budget policies
* ** Problem Management Partnership**:
Collaborate with QA and Problem Management teams to identify systemic issues and drive preventative fixes
* ** Vendor & Partner Coordination**:
Manage incident communication protocols with key partners (e.g., Amazon, Tik Tok, You Tube) to ensure rapid escalation and resolution##

Required Qualifications ### Experience
* ** 7+ years
** in technical operations, site reliability engineering, Dev Ops, or incident management roles
* ** 3+ years
** in a program management or incident command capacity, with direct…