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[Remote] Security Incident Manager
Note: The job is a remote job and is open to candidates in USA. Nexcess provides specialty cloud solutions for organizations where performance and compliance have to coexist. The Information Security Incident Manager is responsible for leading and coordinating the organization’s incident management program to ensure timely response and effective communication during operational incidents and service disruptions.
Responsibilities
- Lead and coordinate operational incident response activities for infrastructure, platform, hosting, and customer-impacting events
- Serve as Security Incident Commander or facilitate incident coordination during high-severity operational events
- Ensure incident response processes are consistently followed including identification, escalation, engagement, assessment, resolution, communication, and post-mortem review
- Coordinate cross-functional technical teams during active incidents to ensure timely restoration of services
- Facilitate operational bridge calls, escalation management, stakeholder coordination, and incident tracking activities
- Ensure appropriate internal and customer-facing communications are delivered during operational incidents and maintenance events
- Monitor active incidents to ensure accountability, urgency, and proper escalation procedures are maintained
- Assist with after-hours escalation coordination as necessary during major operational events
- Facilitate Incident Outcomes and Action Review (IOAR) meetings and post-mortem reviews
- Track corrective and preventative action items through completion to reduce repeat incidents and operational risk
- Analyze operational incidents, outages, and trends to identify recurring failures and improvement opportunities
- Develop and maintain incident response documentation, operational procedures, escalation workflows, and governance standards
- Produce monthly reporting related to incidents, service disruptions, response metrics, and operational trends
- Partner with operational leadership to improve incident response maturity, communication standards, and organizational accountability
- Assist in the development and improvement of operational governance processes related to incident management and operational readiness
- Partner cross-functionally with Infrastructure, Platform Engineering, Security, Support, Compliance, and Leadership teams
- Communicate effectively with both technical and non-technical stakeholders during high-pressure operational events
- Promote operational transparency, accountability, and process adherence across teams
- Assist with reinforcing best practices related to incident handling, escalation management, and operational communication
- Additional duties as assigned
Skills
- 4+ years of experience in Information Technology, Infrastructure Operations, Hosting Operations, Platform Reliability, or related technical environments
- Bachelor's Degree in Information Technology, Business Administration, or related field, or equivalent practical experience
- Experience coordinating or leading operational incident response activities in a technical environment
- Strong understanding of Incident Management processes and operational governance practices
- Experience managing escalations and coordinating cross-functional technical teams
- Excellent written and verbal communication skills
- Strong organizational, analytical, and problem-solving abilities
- Ability to manage multiple priorities and remain composed in high-pressure operational situations
- Experience producing operational reporting, documentation, and trend analysis
- Experience facilitating post-mortem reviews and corrective action tracking
- Ability to exercise independent judgment during operational incidents and escalations
- ITIL Foundations certification
- Experience working within hosting, cloud infrastructure, managed services, SaaS, or enterprise operations environments
- Familiarity with monitoring, alerting, observability, and operational workflow platforms
- Experience supporting 24x7 operational environments
- Project Management or operational governance experience
Company Overview