Senior Incident Manager

Sitecore•Manchester, NH

About The Position

Sitecore is seeking an experienced and dynamic Senior Incident Manager to join our team. The Senior Incident Manager is the calm center of gravity during Sitecore's most critical customer-impacting events. This leader owns the end-to-end management of high-severity incidents, bringing clarity, pace, and control to complex and high-pressure situations. He acts as the single point of accountability for restoring service quickly (aligned with ITIL's primary incident objective) while communicating clearly, managing stakeholders with confidence, and coordinating the right technical resources — regardless of time zone or hour of night. This role is pivotal in protecting customer trust, improving customer experience, and upholding Sitecore's brand reputation.

Requirements

5-10+ years in Incident Management, SRE, Operations, Support, or Engineering in a complex enterprise or SaaS environment.
Deep understanding of ITIL Incident Management principles, especially: restoration of normal service as quickly as possible minimising impact to business operations structured incident lifecycle management precise communication and escalation paths
Strong technical literacy across cloud engineering, SaaS platforms, monitoring, DevOps, and integrations.
Exceptional communicator with a calming presence — able to cut through noise and keep large groups aligned on a single plan of action.
Highly authoritative during crises, without ego — someone who naturally takes control and inspires confidence.
Ability to simplify highly technical problems into business-meaningful language.
Demonstrated resilience and composure under pressure, especially when stakes are high and time is short.

Nice To Haves

Customer-obsessed — sees beyond the symptom to the business impact.
Tenacious and unflappable — thrives when others panic.
Hyper-organised and disciplined in follow-through.
Drives urgency in others without creating chaos.
Collaborative but firm — able to hold teams accountable to timelines.
Naturally builds networks and knows who to call at any moment.

Responsibilities

ITIL-Aligned Incident Leadership Lead all Major Incidents from detection to closure, ensuring rapid restoration of service per ITIL best practices.
Instantly mobilise the right engineers, architects, product SMEs, SREs, and Support teams Take full command of the situation — establish roles, define next actions, set timelines, and maintain tight control throughout the incident lifecycle.
Drive the incident toward rapid resolution while safeguarding quality, stability, and customer confidence.
Ensure all incidents follow defined workflows, escalations, documentation standards, and communication paths.
Communication & Stakeholder Management Facilitate effective communication and information flow during incident resolution — clear, calm, structured, and reassuring.
Foster a culture of urgency, ownership, and accountability Deliver concise updates on impact, root cause hypotheses, ETA for next steps, and timelines for service restoration.
Prepare and deliver executive-ready summaries for internal leadership (including CXO/GM/SVP levels).
Communicate externally by updating Sitecore Status page and customers in partnership with Support and Customer Success, ensuring all messaging is timely, accurate, empathetic, and aligned.
Post-Incident Analysis Lead post-incident reviews (PIRs) and drive systemic improvements in collaboration with Engineering, Saas Operations, and Support.
Develop and refine customer-facing RCAs, ensuring high-quality documents meet Sitecore standards: clear, data-driven, actionable.
Track corrective actions to completion, ensuring lessons learned are embedded into processes, monitoring, SLIs/SLOs, and runbooks.
Continuous Improvement & Operational Excellence Partner with Saas Operations, Support and Engineering to reduce recurrence of issues.
Maintain detailed internal documentation of incidents, resolutions, and post-mortem analyses.
Champion monitoring improvements, noise reduction, alert tuning, and reliability engineering principles.
Generate internal reports on incident trends, resolution times, and the effectiveness of our incident management processes.
Provide insights into systemic trends and opportunities for proactive prevention.
Take ownership of our internal incident management process, making necessary updates and adjustments to align with our organizational goals.
Maintain and constantly refine “expert rosters,” escalation matrices, and OOH contacts across all global teams (Engineering, Cloud Ops, Support, Customer Success).