Incident Manager

• Assume command of critical and high priority incidents, establishing clear roles, structure, and decision authority.
• Lead real-time incident bridges, ensuring disciplined communication, focused troubleshooting, and forward momentum toward resolution.
• Drive rapid service restoration while balancing technical risk, customer impact, and regulatory considerations.
• Escalate appropriately and engage executive leadership when required.

• Orchestrate globally distributed engineering, infrastructure, security, privacy, product, and customer-facing teams.
• Align stakeholders on containment strategy, mitigation plans, and recovery sequencing.
• Remove barriers to resolution by influencing without direct authority.

• Deliver structured executive briefings, situation reports, and impact summaries.
• Produce stakeholder communications tailored for technical, operational, and business audiences.
• Ensure messaging is clear, accurate, and aligned with enterprise risk posture.

• Own development of comprehensive incident chronologies and decision logs.
• Produce post-incident reports (PIRs) and facilitate structured lessons-learned reviews.
• Ensure all incident records meet audit, compliance, and regulatory standards

• Enforce adherence to ITIL-aligned incident management standards.
• Identify systemic breakdowns and partner with Problem Management to drive corrective actions.
• Recommend process optimizations to improve time to detect, time to engage, and time to restore (TTD, TTE, TTR).

• Leverage AI tools, including ChatGPT, to enhance operational effectiveness, including:
• Rapid summarization of complex technical updates
• Drafting executive-ready communications in real time
• Assisting with timeline reconstruction and incident chronologies
• Accelerating post-incident reporting
• Supporting knowledge article creation and documentation standardization
• Apply strong judgment to validate AI-generated outputs for accuracy, compliance, and confidentiality.
• Identify new opportunities to responsibly integrate AI into incident workflows to increase speed, clarity, and consistency.

• Bachelor’s degree in computer science, Information Systems, or related field (or equivalent professional experience)
• 4+ years of experience in IT incident management, site reliability engineering, operations command, or related technical response functions
• Demonstrated experience leading high-severity incident bridges
• Experience operating in a 24x7 global environment with rotational on-call responsibilities
• Strong executive communication and stakeholder management skills

• ITIL v3 or v4 certification
• Experience within large-scale SaaS or enterprise cloud environments
• Exposure to cybersecurity and privacy incident management
• Experience influencing cross-functional technical teams in geographically distributed environments
• Familiarity with vulnerability management and change governance processes
• Experience incorporating AI tools into operational workflows

Ceridian