Vice President, Incident Manager

Oaktree Capital Management, L.P. • Los Angeles, CA

10d • $155,000 - $185,000

About The Position

Oaktree is a leader among global investment managers specializing in alternative investments, with about $200 billion in assets under management. The firm emphasizes an opportunistic, value-oriented, and risk-controlled approach to investments in credit, private equity, real assets, and listed equities. The firm has over 1,400 employees and offices in 25 cities worldwide. We are committed to cultivating an environment that is collaborative, curious, inclusive and honors diversity of thought. Providing training and career development opportunities and emphasizing strong support for our local communities through philanthropic initiatives are essential to our culture. For additional information please visit our website at www.oaktreecapital.com Position Overview The Vice President will design and implement an enterprise-wide incident management program from the ground up. This is a program design and organizational change role, not a tactical IT operations position. Currently, incident response processes are fragmented across IT, Security, and business teams with no unified framework, governance structure, or executive visibility. The successful candidate will build stakeholder consensus, create governance structures, develop executive-level business cases, and establish the operating model before transitioning to operational ownership. Key deliverables include incident management framework and governance built from scratch; change management plans to drive adoption; executive-facing program roadmap and maturity assessments; severity classification and communication playbooks tailored to investment operations; ServiceNow configuration strategy; and audit-ready documentation meeting regulatory control requirements. Once the framework is established, this role transitions to leading major incident response: running war rooms, coordinating cross-functional teams during critical events, driving root cause analysis, and tracking remediation through continuous improvement.

Requirements

• 8+ years working in Incident Management and ITSM processes
• Experience designing and implementing ITSM processes, including building from low maturity
• Demonstrated experience managing major incidents in complex, multi-system environments with cross-functional coordination
• Track record of driving process adoption through influence rather than authority
• Experience in regulated industries required (financial services strongly preferred)
• Experience with vendor escalation management and third-party coordination during incidents
• ITIL certification (Foundation minimum; Expert/Strategic preferred)
• Familiarity with regulatory frameworks (SOX, DORA, CSCRF)
• Excellent communication skills with the ability to partner across technical teams and business stakeholders, including senior leadership.
• Strong problem-solving skills, with the ability to balance technical details and strategic business priorities.
• Outstanding organization skills with extremely high attention to detail
• Outstanding initiative and a strong work ethic
• Excellent interpersonal, verbal and written communication skills
• Works well under pressure and with time constraints
• Possesses strong integrity and professionalism
• Bachelor’s degree and or equivalent work experience

Responsibilities

• Assessing current state across teams; designing unified incident management processes appropriate for current organizational maturity
• Developing executive-level presentations, business cases, and program roadmaps for incident management maturity and resource requirements
• Designing governance frameworks, steering committee structures, and decision-making protocols for incident response
• Creating stakeholder engagement and change management strategies to drive adoption across business and technology teams
• Developing severity matrix tied to business impact (trading disruption, client reporting, regulatory filings, etc)
• Creating runbooks, playbooks, and escalation protocols
• Building audit-ready documentation meeting various controls from scratch
• Designing and executing communication plans with defined cadences to leadership, compliance, and business units
• Partnering with Security, IT, Business Continuity, Risk, and other teams to harmonize existing informal processes
• Building consensus across stakeholders with competing priorities
• Owning major incident coordination across infrastructure, engineering, security, and business teams
• Running incident bridges, assigning roles, maintaining command structure through resolution
• Driving structured response: triage, containment, resolution, communication, RCA, remediation
• Leading post-incident RCA; identifying systemic issues across infrastructure, applications, data, and vendors
• Driving remediation into SDLC pipeline; tracking through change management
• Evolving process in phases as ServiceNow platform matures
• Expand into Problem Management as incident management matures
• Design and implement Problem Management process following similar methodology

Benefits

• In addition to a competitive base salary, you will be eligible to receive discretionary bonus incentives, a comprehensive benefits package and a flexible work arrangement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees