Senior Incident Manager (Cloud)

TL;DR

Senior Incident Manager (Cloud): Leading the response to critical, customer-impacting major incidents in a cloud environment with an accent on command-and-control, stakeholder communication, and recovery coordination. Focus on translating complex technical issues into business impact and driving cross-functional teams toward rapid service restoration.

Location: Remote (US). Fixed overnight shift: 3:00 PM – 11:00 PM Pacific Time

Salary: $115K – $198.5K

Company

A cloud data platform powering the era of the agentic enterprise.

What you will do

• Lead the response to critical major incidents from engagement through resolution, acting as Primary and Secondary Incident Manager.
• Own command and control of the incident bridge, maintaining structure and focusing on facts over speculation.
• Coordinate recovery plans, set execution timelines, and ensure comprehensive service restoration validations.
• Manage customer-facing and internal communications, including status page updates and executive briefings.
• Translate complex technical disruptions into clear business impact and risk for non-technical stakeholders.
• Own incident close-out and governance, including capturing follow-up actions and driving the RCA process.

Requirements

• Must be based in the US and committed to a fixed overnight shift (3:00 PM – 11:00 PM PT) long-term.
• B.S. or M.S. degree in CS, MIS, or an equivalent discipline.
• 4+ years of experience in incident management, technical operations, SRE, or related fields.
• 4+ years of experience working with AWS, Microsoft Azure, GCP, or private cloud environments.
• Strong call-leadership skills with a calm, confident presence under high pressure.
• Proven experience writing customer-facing root cause analysis (RCA) and postmortem reports.

Nice to have

• Experience with ServiceNow.
• Proficiency in business productivity applications (Google Workspace preferred).

Culture & Benefits

• Fast-paced, high-growth environment focusing on AI-native thinking and innovation.
• Low-ego culture that values curiosity, experimental mindsets, and accountability.
• Collaboration with global, virtual, and cross-functional teams.
• Weekend on-call rotation (approximately one weekend every few months).