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Engineer-Incident Manager

Location

: Cary, NC

Experience

: 2 - 4 Years

Apply By

: 21st December 2026

Job Description

We are looking for a Major Incident Manager to drive rapid restoration of business-critical, customer-facing applications during high-severity production disruptions. In this role, you will lead end-to-end incident command for P0/P1 outages across digital wallet, payments, commerce, and financial services platforms, partner

with engineering teams on Root Cause Analysis (RCA), and champion ITIL-aligned continuous service improvement.

Key Responsibilities

1. Major Incident Command & Restoration

• Own and facilitate end-to-end Major Incident Management (MIM) processes for critical P0 and P1 production disruptions.
  
• Convene and drive cross-functional incident bridges and war rooms, coordinating engineering, infrastructure, product, and operations teams to achieve rapid service restoration and minimize MTTR.
  
• Act as the technical and operational escalation point, managing situational command until service stability is verified.
  2. Crisis Communication & Stakeholder Engagement
  
• Craft and deliver clear, timely, and actionable communications to senior leadership, technical teams, and business stakeholders during active outages.
  
• Manage operational escalation paths, providing transparent impact assessments, restoration ETAs, and technical status updates.
  3. Problem Management, RCA & PIR
  
• Lead structured Post-Incident Reviews (PIRs) and drive cross-team investigations to establish definitive Root Cause Analysis (RCA).
  
• Collaborate with engineering leads to define, track, and verify corrective and preventive action items (CAPA) to eliminate repeat failures.
  
• Maintain accurate incident records, runbooks, and operational knowledge repositories.
  4. Service Operations & Continuous Improvement
  
• Review operational metrics to identify trends, repeat incidents, and systemic weaknesses across platforms.
  
• Optimize incident management workflows, escalation thresholds, playbooks, and operational tooling across distributed support teams.
  
• Provide operational support and oversight for integrated platforms including Order Management Systems (OMS), MuleSoft integration layers, and APM tools like Dynatrace.
  Generic Managerial Skills, If any
  
• Project Management certifications (PMP, CAPM, Prince2).

Salary Range:

$100,000-$150,000 a year

Location

Cary, NC

Function

TECHNOLOGY

Role

Senior Engineer

ID

437002

Skills

Incident Management

Salary Range

$100,000 - $150,000