Vice President, Incident Manager

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

2d•$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 1400 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 be responsible for building and leading an enterprise-wide incident management program in a global asset management firm. This role owns the full incident lifecycle-from detection and triage through resolution, root cause analysis, and prevention-ensuring operational resilience across the company. The Incident Manager will design processes that work within an evolving ITSM platform environment while maintaining regulatory compliance, protecting investor and client experience, and driving 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

Partnering with other teams, assessing current state; designing unified process appropriate for current organizational maturity
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
Developing severity matrix (P1–P4) tied to business impact (trading disruption, client reporting, regulatory filings)
Creating runbooks, playbooks, and escalation protocols aligned with ITIL and ISO 22301
Build audit-ready documentation meeting SOX/SOC controls from scratch
Designing and executing communication plans with defined cadences
Managing vendor escalation and SLA enforcement during third-party incidents
Building consensus across stakeholders with competing priorities
Leading post-incident RCA; identifying systemic issues across infrastructure, applications, data, and vendors
Driving remediation into SDLC pipeline; track 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