Incident Recovery Manager

Perficient • Charlotte, NC

8d • Onsite

About The Position

We currently have a career opportunity for an Incident Recovery Manager to join our team located in Charlotte, NC. The Incident Recovery Manager will lead the recovery of critical incidents following major disruptions and drive strategies to ensure effective, timely restoration of services. This role is responsible for managing major incident recovery, leading post-mortem reviews, developing SOPs and runbooks, and implementing proactive measures to prevent future failures through the adoption of SRE principles. As a dynamic and motivated leader, you will play a key role in shaping and enhancing production support and operational capabilities. You will help identify and implement best-fit solutions that improve stability, reliability, and efficiency across the organization. This is an opportunity to drive meaningful change and enhance the end user experience. If you are passionate about production operations, stability, SRE, and observability, and have a proven track record of success, we invite you to join us in advancing resilience and operational excellence. Perficient is always looking for the best and brightest talent and we need you! We’re a quickly-growing, global digital consulting leader, and we’re transforming the world’s largest enterprises and biggest brands. You’ll work with the latest technologies, expand your skills, and become a part of our global community of talented, diverse, and knowledgeable colleagues.

Requirements

• Progressive and proven experience and expertise in Production Services, Recovery and Problem Management, SRE, DevOps, or related fields with development background preferred
• Strong understanding of foundational technology components across infra, cloud and app to be able to diagnose, ask right questions and effectively lead recovery of a critical incident
• Hands-on experience with observability tools, logs and diagnostics to be able to troubleshoot and coach people
• Experience with cloud platforms (e.g., Azure, AWS, GCP) including high availability and disaster recovery architectures
• Experience with incident management and ITSM tools (e.g., ServiceNow, PagerDuty, Opsgenie) and automated workflows
• Demonstrated success in complex, large-scale enterprise production support and operations environments, including experience working with large geographically distributed teams
• Understanding of CI/CD pipelines and deployment strategies (e.g., blue-green, canary) and their impact on production stability
• Excellent communication and interpersonal skills, with a focus on collaboration and relationship-building
• Able to communicate effectively with CXOs and convey complex technical details into business terms
• Ability to influence and drive change across the organization
• Analytical mindset with the ability to translate data into actionable insights
• Experience in analyzing incident trends and implementing process improvements to enhance operational efficiency
• Strong decision-making skills under high-pressure incident scenarios with the ability to balance speed and risk
• Proactive mindset with a focus on prevention, continuous improvement, and operational excellence
• Strong ownership and accountability with a bias toward action and results
• Ability to mentor, coach, and elevate technical and operational capabilities across teams

Responsibilities

• Drive cross-functional teams to resolve critical incidents and attend post-mortem/post-incident reviews.
• Investigate underlying causes of major incidents, utilizing techniques like 5-Why, Fishbone, Blameless RCA and other techniques
• Develop and test incident recovery plans, establish SOPs, knowledge base and mock drills
• Develop playbooks by coordinating with domain owners and ensure more self-sufficiency and diagnosis accuracy
• Identify opportunities to improve IT service reliability and reduce operational risks related to people, process and technology
• Provide continuous feedback to Observability, Automation, Resiliency and Domain teams on improving observability posture, automation, single points of failures, architectural and design gaps
• Mentor and develop other team members, providing training. Stay current with industry best practices and technologies, fostering a culture of continuous learning and professional growth.
• Utilize analytical and technical skills to assess system performance, monitor incident trends, and drive continuous improvement initiatives.
• Collaborate closely with engineering teams, and third-party vendors during major incidents and on system design, feasibility, and architecture to improve stability and meet resilience objectives.

Benefits

• equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws.
• Disability Accommodations: Perficient is committed to providing a barrier-free employment process with reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, please contact us.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed