Incident Manager - Markets
On-site · Richmond, Virginia, United States
Job Summary
Lead end-to-end management of high-severity technology incidents impacting critical business services. Act as the central coordinator during major incidents, coordinating troubleshooting across application, infrastructure, network, and security teams. Serve as the primary communication point for executives, business partners, and technology leadership, delivering timely updates in business-friendly language. Ensure service restoration aligns with enterprise standards and emergency change procedures. Facilitate root cause analysis (RCA) and post-incident reviews; track corrective actions and long-term remediation; produce operational metrics and insights for leadership. Continuously refine runbooks, playbooks, monitoring, and operational processes to improve incident response and resilience.
Required Qualifications
- 5+ years in incident management, technology operations, SRE, NOC, or equivalent support roles
- Strong understanding of modern infrastructure, application stacks, cloud environments, and monitoring tools
- Exceptional communication and leadership skills in high-pressure situations
- Ability to manage multiple stakeholders and drive outcomes across diverse teams
- Familiarity with ITIL or similar operational frameworks
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