Incident Manager

Job Description

We are looking for a talented Incident Manager to join our growing global team at Sectigo.

The Incident Manager plays a critical role in ensuring the stability and resilience of the organization’s technology services by leading the response to unplanned service interruptions and driving rapid restoration of service. This role represents a unique and exciting opportunity to build and mature the incident management function from the ground up
. The successful candidate will design, implement, and operationalize incident management processes, standards, and governance while partnering closely with infrastructure, application, security, and business teams. In addition to managing live incidents, the Incident Manager will establish best practices, define severity models, improve communication workflows, and embed a culture of continuous improvement across the incident lifecycle. This is a full‑time and remote position based in the U.S., ideally based in Eastern Time.

The target compensation package for this role is between $100,000 and $110,000 base, subject upon internal equity and years of experience. We may make further adjustments through an approval process if the targeted compensation range needs to be modified based on business needs and market trends.

• Lead critical incident response:
  Own and coordinate Sev 1 and Sev 2 incidents, ensuring timely engagement of technical teams, effective decision‑making, and rapid service restoration.
• Build incident management processes from the ground up:
  Define incident severity models, escalation paths, roles, and responsibilities; establish standardized incident response, communication, and resolution workflows; create runbooks, playbooks, and operating procedures to support consistent execution.
• Incident command and communication:
  Serve as the central point of coordination during major incidents, providing clear, timely, and accurate communication to technical teams, leadership, and business stakeholders.
• Lifecycle ownership:
  Manage incidents from detection through resolution, post‑incident review, and closure, ensuring accountability at every stage.
• Documentation and reporting:
  Maintain detailed incident records, timelines, and outcomes; develop dashboards and metrics to track trends, performance, and areas for improvement.
• Continuous improvement:
  Analyze incident data to identify systemic issues, recurring patterns, and opportunities to reduce incident frequency and impact.
• Problem management integration:
  Lead root cause analysis (RCA) efforts and, when applicable, initiate and track problem management activities through to resolution.
• Domestic and international travel as required for site support, meetings, and projects.
• Perform additional duties aligned with company initiatives and evolving business needs.

• Bachelor’s degree in computer science, information technology, or related field is strongly preferred.

• Minimum of 3+ years of proven experience in an incident management role is required.
• Demonstrated experience leading or coordinating major incidents in complex, fast‑paced environments.
• Experience designing, improving, or scaling operational processes is highly desirable.

• Strong knowledge of IT service management, including ITIL or COBIT.
• Proven ability to design and implement operational processes, not just execute existing ones.
• Excellent managerial skills and ability to collaborate and work with team members from multiple organizations.
• Proficiency in ITSM service desk solutions, preferably Fresh service or any of the other comparable tools, such as, Service Now.
• Excellent analytical, problem‑solving, and troubleshooting skills, with the ability to drive diagnoses and resolve complex service issues.
• Effective communication and interpersonal skills, with the ability to collaborate with cross‑functional teams, articulate technical concepts to non‑technical stakeholders, and mentor junior staff.
• Ability to analyze high volume of technical data and work in a fast‑paced environment in the resolution of…