Senior Incident Manager

Cimpress/Vista

86d

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.

Requirements

• Bachelor's degree in Communications, Computer Science, Information Technology, or a related field
• 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
• Confident decision-maker with a calm, organized approach under pressure
• Technically curious — able 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
• Strong problem-solving and critical thinking skills
• Ability to work under pressure and handle multiple incidents simultaneously
• Experience with tools such as Jira, PagerDuty, AI, Slack, or other incident management platforms a plus
• 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

• Remote-First operating model and culture
• Autonomy and flexibility to work from home
• Collaboration spaces for team members to work physically together

What This Job Offers

• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees