Senior Incident Manager IRC294049

Description

We are looking for an experienced Senior Incident Manager to join our 24/7 Technical Operations team.

You will lead the response to technical outages on our e-commerce platform, coordinating between Engineering, DevOps, and Executive leadership to restore service. When incidents occur you will take responsibility for the end-to-end management and coordination of major and high-severity incidents.

Requirements

Must:

• You’re experienced in managing incidents and crisis situations — calm under pressure, decisive in command, and confident coordinating responses across teams
• You’re an excellent communicator and facilitator — able to produce clear, high‑quality communications suitable for senior stakeholders
• Strong technical troubleshooting capability, with the ability to engage credibly with engineers during complex failures
• You understand the intersections of operations and technology — and are excited by the opportunity to strengthen them across the business
• Ability to translate repetitive incident activity into automation requirements and drive adoption with engineering partners
• Experience working in an a retail environment supporting a large e-commerce platform

Important:

• Availability to work in a 24/7 shift rotation model, including participation in an on-call schedule (approximately 1 week per month), ensuring continuous incident management coverage.

Nice to have:

• ITIL certified (desirable)
• Experience of implementing AI tooling and solutions to enhance the incident management service (desirable)

Job responsibilities

• Take ownership of live incident triage and escalation — assessing impact, setting priorities and coordinating effective responses across teams to meet regulatory expectations
• Lead incident calls and maintain clear, timely communication with stakeholders throughout the incident lifecycle, ensuring accurate documentation and transparent updates through to E2E conclusion
• Run incidents as a decision system, driving clarity on what is known, what is suspected and what action is taken nextFacilitate post-incident reviews (PIRs) that drive genuine improvement — identifying root causes, challenging assumptions and ensuring permanent fixes are delivered and tracked to closure
• Work across our Technical Operations team to coach and mentor other analysts in incident and problem management best practice
• Support operational resilience activities, including scenario testing and crisis management exercises, to strengthen readiness and communication under pressure
• Continuously improve our incident management framework, playbooks and tools — keeping them clear, effective and aligned with best practice
• Build strong relationships across operational, technical, product and customer teams — fostering collaboration and ensuring incidents are managed efficiently and constructively