Incident Manager

We are looking for our first Incident Manager.
This is a pivotal role that will not only oversee incident management but also lay the foundation for a future team of incident responders. The Incident Manager will spearhead incident resolution efforts, coordinating cross-functional teams to mitigate network and security issues while maintaining business continuity. Over time, this individual will play a critical role in building and leading a dedicated incident response team.
Key Responsibilities:
Lead, manage, and coordinate incident response efforts for network and security-related issues across the entire service.
Serve as the primary point of contact during major incidents, providing real-time updates to internal stakeholders and customers.
Direct technical teams (NOC, Network Engineers, Security Experts, Developers) to resolve critical incidents affecting cloud services, customer connectivity, and security.
Build, train, and mentor an Incident Response team.
Establish incident response processes and best practices, ensuring efficient handling of incidents.
Maintain detailed incident documentation for post-incident reviews and continuous improvement.
Govern Incident retrospective sessions and process for all service teams.
Identify areas for process improvements and collaborate with engineering, network, and security teams to refine incident management workflows.
Communicate incident status, impacts, and mitigation strategies clearly to both technical and non-technical stakeholders.
Lead post-incident reviews and root cause analysis, ensuring lessons learned are applied to prevent future occurrences.
Collaborate with DevOps, Security, and Networking teams to ensure that solutions align with best practices and security requirements.
Collaborate with Support management and Incident escalation teams for communications alignment and RCA delivery.
Team-Building Responsibilities:
Develop and execute a strategy to build a world-class incident response team from the ground up.
Hire, train, and manage team members as the company and incident management needs grow.
Create and deliver ongoing training programs for the incident response team and key stakeholders in other departments.