We are seeking an experienced and detail-oriented Incident Manager to join our growing team. In this role, you will play a pivotal part in coordinating and leading the resolution of high-impact incidents across our software organization. From production issues to customer-facing outages, you will ensure timely, effective responses that minimize impact to both our customers and our business operations. Develop and maintain an incident management process that aligns with industry best practices and company objectives Coordinate and lead the incident response process, ensuring rapid triage, escalation, and resolution across cross-functional teams Monitor and respond to all incident tickets and escalate as necessary to ensure timely resolution Identify and analyze incident trends to proactively prevent future occurrences Collaborate with engineering, product, support, and other teams to identify root causes and implement long-term fixes Communicate updates and progress to stakeholders, including senior management and customers Facilitate post-incident reviews and ensure follow-up actions are documented, tracked, and completed Develop and maintain incident management documentation, including runbooks, standard operating procedures and incident reports Conduct post-incident reviews and provide recommendations for process improvements Stay up-to-date with industry trends and developments related to incident management Analyze incident trends and metrics to identify systemic issues and propose proactive improvements