Incident Manager

This role is responsible for leading and coordinating incident response efforts, ensuring timely resolution and minimizing business impact. The Incident Manager will act as a central point of contact during incidents, facilitating communication and collaboration across various teams to restore services and prevent recurrence.

Key Responsibilities:

Lead and manage incident response processes, ensuring adherence to established procedures.
Coordinate communication between technical teams, stakeholders, and leadership during incidents.
Facilitate post-incident reviews to identify root causes and implement preventative measures.
Develop and maintain incident management documentation, including playbooks and runbooks.
Monitor system performance and proactively identify potential issues.
Work with engineering teams to prioritize and resolve incidents.
Continuously improve incident management processes and tools.

Requirements/Qualifications:

Significant experience in incident management or related roles.
Strong understanding of ITIL principles and practices.
Excellent communication, interpersonal, and leadership skills.
Ability to remain calm and effective under pressure.
Experience with incident management tools and platforms.
Solid technical background with a good understanding of IT infrastructure and operations.
Experience with problem management and root cause analysis.

About the Company:

Kibo Commerce provides a unified platform for businesses to deliver exceptional customer experiences. They focus on empowering retailers and brands to thrive in the evolving digital landscape by offering innovative commerce solutions.