Senior Incident and Escalations Manager

Lead the response to our most complex, ambiguous, and high-impact incidents and escalations from start to finish. Set the response strategy…

Navigate competing priorities across multiple critical customer situations, independently assessing business and technical impact and determining the appropriate response and escalation strategy.

Represent IEM to regional Support, Sales, and Engineering leadership, building the standing and relationships that let you drive a response when a situation moves…

Lead communications during highly sensitive, public, or large-scale incidents, adapting communication strategies for customers, internal leadership, and other stakeholders.

Significant experience in a hands-on technical role at a software or cloud company, such as Support Engineering, Site Reliability Engineering, Solutions Architecture…

Strong understanding of cloud computing, distributed systems, and modern software architectures, with the ability to reason across multiple technical domains and system dependencies…

Demonstrated ability to lead through ambiguity during high-pressure, high-visibility situations, evaluate complex technical and business factors, and determine an effective incident or escalation strategy.

Experience operating as the sole or most senior incident responder in a region or timezone — making consequential decisions without an in-hours escalation path…