Problem Manager, Platform Support - East Coast US Remote

Cimpress/Vista

20h • $61,000 - $104,000 • Remote

About The Position

We are seeking an experienced and detail-oriented Incident Manager to join our growing team. In this role, you will play a pivotal part in coordinating and leading the resolution of high-impact incidents across our software organization. From production issues to customer-facing outages, you will ensure timely, effective responses that minimize impact to both our customers and our business operations.
What You Will Do

Develop and maintain an incident management process that aligns with industry best practices and company objectives
Coordinate and lead the incident response process, ensuring rapid triage, escalation, and resolution across cross-functional teams
Monitor and respond to all incident tickets and escalate as necessary to ensure timely resolution
Identify and analyze incident trends to proactively prevent future occurrences
Collaborate with engineering, product, support, and other teams to identify root causes and implement long-term fixes
Communicate updates and progress to stakeholders, including senior management and customers
Facilitate post-incident reviews and ensure follow-up actions are documented, tracked, and completed
Develop and maintain incident management documentation, including runbooks, standard operating procedures and incident reports
Conduct post-incident reviews and provide recommendations for process improvements
Stay up-to-date with industry trends and developments related to incident management
Analyze incident trends and metrics to identify systemic issues and propose proactive improvements

Requirements

• Minimum of 3 years of experience in incident management or similar field, preferably in a software or technology company
• Excellent written and verbal communication skills — able to clearly explain complex or technical issues to a wide range of audiences
• Demonstrated ability to understand system architectures, application flows, and infrastructure at a high level
• Strong understanding of incident response workflows, communication protocols, and coordination best practices
• Familiarity with ITIL principles, SRE concepts, or similar operational frameworks a plus
• Proven track record of successfully managing and resolving complex incidents
• Experience with tools such as Jira, PagerDuty, AI, Slack, or other incident management platforms a plus

Nice To Haves

• Bachelor's degree in Communications, Computer Science, Information Technology, or a related field
• Ability to work under pressure and handle multiple incidents simultaneously
• Confident decision-maker with a calm, organized approach under pressure
• ITIL certification is a plus

Responsibilities

• Develop and maintain an incident management process that aligns with industry best practices and company objectives
• Coordinate and lead the incident response process, ensuring rapid triage, escalation, and resolution across cross-functional teams
• Monitor and respond to all incident tickets and escalate as necessary to ensure timely resolution
• Identify and analyze incident trends to proactively prevent future occurrences
• Collaborate with engineering, product, support, and other teams to identify root causes and implement long-term fixes
• Communicate updates and progress to stakeholders, including senior management and customers
• Facilitate post-incident reviews and ensure follow-up actions are documented, tracked, and completed
• Develop and maintain incident management documentation, including runbooks, standard operating procedures and incident reports
• Conduct post-incident reviews and provide recommendations for process improvements
• Stay up-to-date with industry trends and developments related to incident management
• Analyze incident trends and metrics to identify systemic issues and propose proactive improvements

Benefits

• We encourage our engineers to think like owners – to continue to act small as we grow.
• Every team defines their own roadmaps, and uses the programming languages and technologies that suit them best.
• This helps us have a big impact at the enterprise level while still feeling small and nimble.
• We have a Remote-First operating model and culture, with team members in over 15 countries and 30 US states, offering autonomy and the flexibility to work from home.
• Cimpress also provides collaboration spaces for team members to work physically together.
• Cimpress/Vista offers a comprehensive benefits package, including health, wealth and wellness programs, as well as long-term equity incentives, subject to eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level