Incident Manager

We are looking for an incident manager to own the end-to-end response to production outages and service degradations — coordinating technical responders, running executive communications during live events, driving root-cause analysis, and turning findings into process improvements that reduce the frequency and duration of future outages. The seat sits at the intersection of technical operations, stakeholder management, and continuous service improvement, and is held accountable for service health, availability, and reliability KPIs across the incident and problem-management lifecycle.

The defining shift for this role in 2026 is AIOps collapsing the slowest part of response — manual investigation, which eats an estimated 60–80% of MTTR as engineers chase symptoms across dashboards and logs. AIOps pipelines now detect incidents, correlate related alerts across logs, metrics, traces, and events, and narrow the likely root cause before an engineer opens a dashboard. The model is moving from firefighting to forecasting — surfacing early warning signs so teams intervene before users notice.

The value this person brings is faster, calmer, better-communicated recovery from incidents — and a feedback loop that makes the next one less likely, increasingly AI-accelerated but always under human command.

We are seeking a composed, decisive coordinator who becomes the single point of control when things break — someone who can run a bridge call, keep executives informed without drama, and hold responders to a clear process while the clock is running. They pair ITIL-grounded discipline with the modern instinct to let AIOps do the correlation grunt-work while they own the decisions.

This profile partners across engineering, SRE / operations, service desk, security, and business stakeholders. It suits someone open to a hybrid or on-call engagement, and to mobilization to the Middle East, Europe, or North America depending on the client. The person we want restores service fast and makes recurrence rarer.

A strong candidate for this role has commanded real major incidents — someone who has coordinated responders under pressure, kept stakeholders and executives informed, run blameless post-incident reviews, and driven the problem-management work that stops repeat outages. They bring an openness to AIOps-assisted detection and correlation while owning the command decisions themselves.

In practice, the responsibilities break down as follows:

• Incident command: Coordinate technical responders during outages and degradations; drive incidents from detection to resolution as quickly and systematically as possible.
• Stakeholder & executive communication: Serve as the primary interface between technology teams, business stakeholders, and executive leadership during incidents.
• Root cause & problem management: Drive root-cause analysis and own the incident-and-problem-management practices that reduce future frequency and duration.
• Continuous service improvement: Turn post-incident findings into concrete control and process changes; track availability and reliability KPIs over time.
• AIOps-assisted response: Use AIOps for detection, alert correlation, and root-cause narrowing so responders start closer to the answer — keeping command decisions human.

We want to see an incident manager fluent in ITIL incident/problem practice and modern SRE-style response who can run a high-pressure bridge and communicate clearly, and who uses AIOps to compress investigation time rather than replace judgment. The strongest candidates understand that most of MTTR is investigation, and they target that directly.

Core incident management

• ITIL incident, problem, and major-incident management; on-call and escalation design.
• Incident command, bridge-call facilitation, and executive communication.
• Monitoring / observability tooling and post-incident review.

Response performance (KPIs from research)

• Steers MTTD/MTTR, availability and reliability KPIs, repeat-incident rate, and communication timeliness — attacking the investigation phase that dominates MTTR.

Modern Agentic AI / AIOps (niche areas we are seeking — depth explored at interview)

• AIOps pipelines that detect, correlate across logs/metrics/traces/events, and narrow root cause pre-triage.
• Predictive incident management that forecasts outages from early warning signals.

This role is delivered through Solutions Chapter Group's Human Resources chapter (Chapter 12) as a Recruitment Process Outsourcing (RPO) engagement, under our Technical Recruitment stream. Rather than a "post-and-pray" marketplace approach, we use a Curated Professional Recruitment model: candidate profiles are pre-vetted in our internal database, and when a required profile isn't already available, our dedicated Scout network conducts global headhunting to secure it. We screen and match candidates against each client's specific requirements, and placements may be remote or an on-site deployment with mobilization to the Middle East, Europe, or the United States.

From a recruitment-fit perspective, we screen for:

• Calm, decisive command under pressure.
• Clear, timely communication to technical and executive audiences.
• Rigorous root-cause and problem-management discipline.
• A feedback loop that measurably reduces repeat incidents.
• Openness to the engagement model (remote or mobilized on-site) and readiness for cross-region deployment.

Areas to explore at interview *(topics only)*

• Commanding a major incident end-to-end
• Communicating with executives during a live event