Incident Response Manager - Cloud Services (RapidScale)

Cox Communications • Raleigh, NC

194d • $99,000 - $165,000

About The Position

At RapidScale, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help SMBs and enterprises alike simplify IT and unleash innovation. With a broad portfolio spanning AWS, Azure and Google to a full set of Private Cloud and Cybersecurity solutions, RapidScale helps companies turn technology into their biggest competitive advantage. As part of the Cox family of companies, we offer best-in-class benefits, a commitment to work-life balance, and an award-winning workplace experience. We are seeking a Customer Assurance/Incident Response Manager to lead our incident response and customer escalation function within the cloud support organization. This role is responsible for managing the full lifecycle of incidents to ensure minimal disruption to business operations. You'll oversee the resolution of critical customer issues, coordinate with internal teams and external vendors, and drive a culture of accountability, continuous improvement, and operational excellence. As the leader of this function, you will serve as the escalation point for high-impact, sensitive customer situations, ensure coordinated and timely response, and build frameworks that scale our ability to respond with urgency, transparency, and quality.

Requirements

• Bachelor's degree in a related discipline and 6 years of experience in customer support, technical account management, or incident/escalation management.
• Alternatively: master's degree and 4 years' experience; Ph.D. and 1 year; or 10 years of relevant experience.
• 1+ years' experience in a management or lead role.
• Demonstrated success managing cross-functional resolution of high-impact customer or service issues.
• Strong knowledge of cloud platforms (e.g., AWS, Azure, GCP).
• Experience influencing across technical, product, and executive audiences.
• Experience developing and scaling incident management or escalation frameworks.

Nice To Haves

• Experience in a cloud services, SaaS, or managed service provider (MSP) environment.
• Familiarity with ITIL principles, service management tools (e.g., ServiceNow, Jira, PagerDuty), and incident management metrics.
• ITIL Foundation or PMP certification.

Responsibilities

• Lead the end-to-end process for customer escalations and major incident resolution, ensuring timely communication, root cause analysis, and corrective actions.
• Serve as the highest point of escalation for critical customer issues, acting as a trusted advocate and ensuring an excellent customer experience.
• Oversee the full incident lifecycle, including identification, logging, prioritization, response coordination, and resolution.
• Establish, refine, and enforce escalation paths, severity levels, and SLAs across the organization.
• Ensure minimal disruption to business operations through rapid and coordinated incident management.
• Manage and mentor incident response team members, providing coaching, guidance, and development opportunities.
• Act as a liaison between frontline support, engineering, product teams, and senior leadership to ensure alignment and clarity during escalations.
• Facilitate communication between technical teams, business stakeholders, and external vendors during active incidents.
• Represent the voice of the customer in leadership discussions and service improvement initiatives.
• Analyze trends in escalations and incidents to identify systemic issues and process gaps.
• Drive the implementation of corrective and preventive actions to improve response times and resolution quality.
• Conduct post-incident reviews and develop standard operating procedures, escalation playbooks, and communication frameworks.
• Create and deliver regular reporting on escalation trends, response times, root causes, and customer impact.
• Present executive summaries and after-action reports for critical issues to cross-functional and leadership teams.
• Own internal and external communication strategy for escalated incidents and major service disruptions.
• Proactively assess risks and readiness across teams, systems, and processes.
• Implement processes that mitigate risk and ensure continuity of operations.
• Partner with support and operations leadership to conduct regular incident simulation exercises and readiness assessments.

Benefits

• Flexibility to take as much vacation with pay as they deem consistent with their duties.
• Seven paid holidays throughout the calendar year.
• Up to 160 hours of paid wellness annually for their own wellness or that of family members.
• Additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
• Health care insurance (medical, dental, vision).
• Retirement planning (401(k)).
• Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Broadcasting and Content Providers
• Education Level: Bachelor's degree