Incident Manager

We are seeking a proactive and detail-oriented Incident Manager to join our dynamic team. In this role, you will be responsible for the end-to-end management of critical incidents impacting our broadcast clients. You will lead incident response efforts, facilitate communication between technical teams and stakeholders, and drive timely resolution to minimize service disruption. This is a crucial role in ensuring the stability and reliability of our innovative broadcast management platform.

Key Responsibilities:

• Lead and coordinate incident response activities, including diagnosis, escalation, and resolution.
• Serve as the primary point of contact during major incidents, ensuring clear and concise communication to all stakeholders.
• Develop and maintain incident management processes and procedures.
• Conduct post-incident reviews to identify root causes and implement preventative measures.
• Monitor system performance and proactively identify potential issues.
• Collaborate with engineering, operations, and customer support teams to resolve incidents efficiently.

Qualifications:

• Proven experience in incident management, preferably within a SaaS or technology environment.
• Strong understanding of ITIL or similar incident management frameworks.
• Excellent communication, leadership, and interpersonal skills.
• Ability to remain calm and make effective decisions under pressure.
• Experience with monitoring and logging tools (e.g., Datadog, Splunk, ELK Stack).
• Familiarity with TV/Radio broadcast operations is a plus.