Job VC
Senior Incident Manager IRC294049
Technologies
Description
Description
We are looking for an experienced Senior Incident Manager to join our 24/7 Technical Operations team.
You will lead the response to technical outages on our e-commerce platform, coordinating between Engineering, DevOps, and Executive leadership to restore service. When incidents occur you will take responsibility for the end-to-end management and coordination of major and high-severity incidents.
Requirements
Must:
You’re experienced in managing incidents and crisis situations — calm under pressure, decisive in command, and confident coordinating responses across teams
You’re an excellent communicator and facilitator — able to produce clear, high‑quality communications suitable for senior stakeholders
Strong technical troubleshooting capability, with the ability to engage credibly with engineers during complex failures
You understand the intersections of operations and technology — and are excited by the opportunity to strengthen them across the business
Ability to translate repetitive incident activity into automation requirements and drive adoption with engineering partners
Experience working in an a retail environment supporting a large e-commerce platform
Important:
Availability to work in a 24/7 shift rotation model, including participation in an on-call schedule (approximately 1 week per month), ensuring continuous incident management coverage.
Nice to have:
ITIL certified (desirable)
Experience of implementing AI tooling and solutions to enhance the incident management service (desirable)
Job responsibilities
Take ownership of live incident triage and escalation — assessing impact, setting priorities and coordinating effective responses across teams to meet regulatory expectations
Lead incident calls and maintain clear, timely communication with stakeholders throughout the incident lifecycle, ensuring accurate documentation and transparent updates through to E2E conclusion
Run incidents as a decision system, driving clarity on what is known, what is suspected and what action is taken nextFacilitate post-incident reviews (PIRs) that drive genuine improvement — identifying root causes, challenging assumptions and ensuring permanent fixes are delivered and tracked to closure
Work across our Technical Operations team to coach and mentor other analysts in incident and problem management best practice
Support operational resilience activities, including scenario testing and crisis management exercises, to strengthen readiness and communication under pressure
Continuously improve our incident management framework, playbooks and tools — keeping them clear, effective and aligned with best practice
Build strong relationships across operational, technical, product and customer teams — fostering collaboration and ensuring incidents are managed efficiently and constructively
We are looking for an experienced Senior Incident Manager to join our 24/7 Technical Operations team.
You will lead the response to technical outages on our e-commerce platform, coordinating between Engineering, DevOps, and Executive leadership to restore service. When incidents occur you will take responsibility for the end-to-end management and coordination of major and high-severity incidents.
Requirements
Must:
You’re experienced in managing incidents and crisis situations — calm under pressure, decisive in command, and confident coordinating responses across teams
You’re an excellent communicator and facilitator — able to produce clear, high‑quality communications suitable for senior stakeholders
Strong technical troubleshooting capability, with the ability to engage credibly with engineers during complex failures
You understand the intersections of operations and technology — and are excited by the opportunity to strengthen them across the business
Ability to translate repetitive incident activity into automation requirements and drive adoption with engineering partners
Experience working in an a retail environment supporting a large e-commerce platform
Important:
Availability to work in a 24/7 shift rotation model, including participation in an on-call schedule (approximately 1 week per month), ensuring continuous incident management coverage.
Nice to have:
ITIL certified (desirable)
Experience of implementing AI tooling and solutions to enhance the incident management service (desirable)
Job responsibilities
Take ownership of live incident triage and escalation — assessing impact, setting priorities and coordinating effective responses across teams to meet regulatory expectations
Lead incident calls and maintain clear, timely communication with stakeholders throughout the incident lifecycle, ensuring accurate documentation and transparent updates through to E2E conclusion
Run incidents as a decision system, driving clarity on what is known, what is suspected and what action is taken nextFacilitate post-incident reviews (PIRs) that drive genuine improvement — identifying root causes, challenging assumptions and ensuring permanent fixes are delivered and tracked to closure
Work across our Technical Operations team to coach and mentor other analysts in incident and problem management best practice
Support operational resilience activities, including scenario testing and crisis management exercises, to strengthen readiness and communication under pressure
Continuously improve our incident management framework, playbooks and tools — keeping them clear, effective and aligned with best practice
Build strong relationships across operational, technical, product and customer teams — fostering collaboration and ensuring incidents are managed efficiently and constructively