Senior Incident Manager

Description:

CloudIngest  is seeking an experienced Senior Incident Manager to lead our Incident Management Team (IMT) in support of a leading U.S. telecom provider. In this high-visibility role, you will own the end-to-end lifecycle of high-severity incidents — driving rapid restoration, leading executive-level bridge calls, and ensuring rigorous root cause analysis (RCA) across a complex, fast-moving telecom environment.

The ideal candidate is a decisive, calm-under-pressure leader with strong technical fluency, excellent stakeholder communication skills, and a track record of building high-performing incident response teams.

Key Responsibilities

• Lead, mentor, and manage the Incident Management Team across a 24x7 operation, including shift coverage and on-call rotation planning.

• Own the end-to-end incident lifecycle — detection, triage, response, resolution, communication, and post-incident review — for all severity levels.

• Lead major incident bridges with senior executives and cross-functional technical teams, delivering clear, confident, real-time updates and driving decisions under pressure.

• Apply strong analytical and complex problem-solving skills to diagnose intricate, multi-domain technical issues spanning network, application, and infrastructure layers.

• Rapidly identify and engage the right technical responders and subject matter experts to accelerate time-to-resolution.

• Develop and maintain deep working knowledge of the client's technology stack, systems architecture, and telecom ecosystem.

• Drive high-quality Root Cause Analysis (RCA) for major incidents and ensure timely, verified implementation of corrective and preventive actions.

• Own incident communications — status updates, executive notifications, and post-incident reports — tailored to technical and non-technical audiences.

• Ensure team proficiency in SQL querying and log analysis using ELK Stack or OpenSearch to support incident investigation and RCA.

• Serve as the primary escalation point for critical incidents, maintaining effective communication across all levels of leadership.

• Identify recurring process gaps and lead continuous improvement initiatives to strengthen the incident management framework.

• Partner with Problem Management to ensure major incidents are handed off cleanly for long-term remediation tracking.

• Maintain consistent adherence to SLAs, KPIs, and ITIL best practices across the team.

• Build and deliver high-quality post-incident reports, trend analysis, and dashboards for senior leadership review.

• Support audits and compliance reviews by maintaining accurate incident records and documentation.

Required Qualifications & Experience

• Bachelor’s degree in information technology, Computer Science, Engineering, or equivalent practical experience.

• 7+ years of experience in Incident Management, with 2+ years in a managerial or team lead capacity — preferably within Telecom, ISP, or large-scale technology operations.

• Proven experience leading high-severity ('Sev 1/Sev 2') incident bridges with senior executives and technical teams.