Major Incident Manager

Role overview An ownership-heavy incident management role responsible for running major service incidents from declaration through post-mortem across a large cloud platform. The position primarily supports U.S. government customers while also rotating across commercial incident queues, leading cross-functional bridges, communicating with executives and agency stakeholders, and producing root cause analyses that drive lasting corrective action.

Responsibilities - Own major incidents end-to-end from detection through post-mortem, prioritizing federal customers and supporting shared commercial rotations across all clouds. - Lead cross-functional incident bridges with engineering, product, support, and technical success teams, tracking action items and pushing toward rapid resolution. - Author accurate, timely customer-facing status updates and comprehensive root cause analysis reports for executive and agency stakeholders. - Partner with problem management and support teams to analyze recurring ticket themes, run post-mortems, and drive preventive corrective actions. - Participate in global on-call rotations, coordinate with regional incident managers, and continuously improve incident management processes, tooling, and documentation.

Requirements - U.S. citizenship is required because the role primarily supports federal customers and environments. - Demonstrated use of AI tools to improve day-to-day workflows, analysis, or documentation. - Prior experience in an incident management role owning major service incidents through to full resolution. - Experience investigating, writing, and delivering post-mortems and customer-facing root cause analyses. - Strong written and verbal communication skills, including presenting to executive and agency stakeholders during live incidents. - Fundamental understanding of relevant incident management and operational practices, with desirable credentials such as advanced industry or cloud certifications.

Benefits and work setup - Remote role aligned to a PST schedule, reporting to a Senior Manager within the CAP and Incident Management function. - Base salary range disclosed in the posting at $124,000–$155,000 USD, with benefits covering multiple health plans, paid time off, parental leave, retirement programs, and education reimbursement.