Senior Incident Manager

RaceTrac • Atlanta, GA

7d

About The Position

The Senior Manager of Incident Management is accountable for the end-to-end Incident Management lifecycle, ensuring rapid restoration of service, effective coordination during major incidents, and continuous improvement of operational resilience. This role leads enterprise incident governance, including Major Incident (MI) response, escalation management, root cause analysis, and incident trend remediation across all IT service domains. This position serves as the single point of accountability for incident quality, speed, communication, and operational rigor, partnering closely with IT Operations, Infrastructure, Enterprise Applications, Security, Retail & Digital Store Technology, and external service providers. The Senior Manager ensures incidents are managed consistently, escalations are effective, and learnings translate into measurable reductions in customer and business impact.

Requirements

• Bachelor’s degree from an accredited college or university in Computer Science, Engineering or Information Technology preferred
• 5 years of experience in a retail systems support environment, with 1+ year in people management
• Excellent analytical, problem solving and organizational skill with the ability to multitask in order to balance immediate and long/term priorities preferred
• Effective oral and written communication
• Effective at balancing workload across team as well as translating strategy to tactical execution
• Strong service delivery and operations management experience, including automation and process optimization exposure
• Vendor management and performance governance, including contract negotiation experience
• Ability to make data-driven decisions and KPI management
• Strong stakeholder communication and escalation management
• Continuous improvement and operational rigor

Responsibilities

• Incident Management Governance & Oversight: Own and enforce the end-to-end Incident Management framework, including incident classification, prioritization, escalation, and resolution standards. Establish and govern enterprise-wide Incident and Major Incident (MI) processes aligned to ITIL best practices. Serve as the escalation authority for high-impact and cross-domain incidents, ensuring swift executive engagement when required. Ensure consistent execution of incident workflows across internal teams and external service providers.
• Major Incident (MI) Command & Execution: Lead and oversee Major Incident management, including bridge coordination, stakeholder communication, and decision facilitation. Ensure clear roles, runbooks, and on-call models are defined and followed during critical incidents. Drive accountability for timely resolution and restoration, minimizing customer, store, and business impact. Ensure post-incident follow-up is completed with rigor, consistency, and executive visibility.
• Root Cause Analysis & Continuous Improvement: Own the post-incident review (PIR) / Root Cause Analysis (RCA) process for significant incidents. Ensure RCAs are outcome-focused, actionable, and aligned to prevention rather than symptom resolution. Track corrective and preventive actions through to completion, partnering with Problem Management and Engineering teams. Identify recurring incident patterns and drive structural remediation to reduce incident volumes and severity.
• Vendor Incident Performance Management: Govern vendor participation in incident response and Major Incident execution. Ensure vendors meet contractual obligations related to incident response, escalation, and resolution timelines. Review vendor incident performance, identify gaps, and drive corrective actions in partnership with Vendor Management. Ensure vendor root cause analyses and remediation plans meet internal quality standards.
• Operational Metrics, Analytics & Reporting: Define, own, and govern incident-related KPIs including MTTR, MTTD, incident recurrence, SLA adherence, and MI frequency. Develop and maintain executive-level dashboards and scorecards that provide clear insight into operational health and risk. Leverage data to identify trends, systemic weaknesses, and improvement opportunities across technology domains. Ensure consistency and accuracy of incident data across tools such as ServiceNow and monitoring platforms.
• Stakeholder Communication & Executive Engagement: Provide clear, concise, and timely communication to business and IT leaders during incidents and recovery efforts. Translate technical impact into business-relevant messaging for executives and non-technical stakeholders. Build strong partnerships with Operations, Stores, Security, Infrastructure, Applications, and Vendor Management. Act as a trusted advisor to IT leadership on incident risk, resilience, and operational readiness.

What This Job Offers

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