Incident Manager

Lead the incident management lifecycle by coordinating cross-functional teams to rapidly detect service disruptions, assess impact, escalate to appropriate teams, and resolve incidents. Assemble and lead incident response efforts, assign tasks, manage resources, and provide clear, timely updates to stakeholders. Develop, document, and maintain incident management procedures including escalation protocols and best practices; conduct post-incident reviews to identify root causes and preventive measures; track incident metrics and generate reports to inform decision-making. Work closely with Infrastructure, Operations, and Support teams to resolve incidents efficiently. Requires proficiency in ITSM/ITIL, incident management, documentation, and hardware, plus experience with AWS services and SharePoint. Must be able to create reports to establish that SLAs are met for the project. Expect a hybrid role with onsite work near Gold River, California (within 30+ miles) and some travel (0-10%), including 24/7 on-call availability. Be prepared for weekend and evening work as needed, with opportunities to travel.