Customer Support Escalation Manager - Incident Manager

Incident Manager

An Incident Manager plays a critical role in ensuring the effective and efficient handling of incidents within an organization. They are responsible for managing the entire lifecycle of incidents, from identification and logging to resolution and post-incident analysis. Their primary goal is to minimize the impact of incidents on business operations and ensure that services are restored as quickly as possible.

Responsibilities

1. Crisis Ownership & Command: Act as the single, authoritative point of contact for all P0/Critical customer escalations, owning the entire resolution lifecycle from initial triage and mobilization to final post-mortem delivery.
2. Executive Alignment & Communication: Design and deliver clear, concise and compelling status updates to C-level and senior executive audiences (both internal and external), focusing relentlessly on mitigation steps, recovery progress, and clear, organized plans for resolution.
3. Cross-Functional Mobilization: Lead and govern internal war rooms, mobilizing and coordinating resources across Engineering, Product, Support (L1/L2), and Commercial teams to ensure rapid problem-solving and aggressive delivery against service restoration targets.
4. Technical Deep Dive & Drive: Possess a detailed understanding of Netomi's systems and monitoring tools (e.g., Datadog, logging platforms) to rapidly determine issue scope and direct technical teams towards the root cause. You possess the authority and influence to secure internal commitment and drive focused action until the technical issue is resolved.
5. Root Cause & Prevention: Drive rigorous Root Cause Analysis (RCA) processes, translating complex technical findings into clear, actionable steps for Product and Engineering roadmaps to prevent future recurrences and enhance long-term platform stability.
6. Internal Force & Influence: Proactively utilize superior influence, persistence, and problem-solving skills to overcome internal resource, priority, or technical roadblocks to drive urgency and secure internal commitment needed to resolve critical incidents.
7. Process Refinement: Continuously refine and improve internal standard operating procedures (SOPs) for incident management and escalation workflows to optimize the support team's performance under pressure, ensuring every critical incident improves future response times.

Requirements

• 12-15 years of demonstrated experience in a high-pressure, customer-facing technical support, strategic account management, or program management role focused specifically on critical issue resolution (P0/P1 incidents).
• Expert-level proficiency in leveraging monitoring tools (e.g., Datadog, Splunk, or similar logging/APM platforms) to quickly identify and understand technical issues.
• Demonstrated ability to maintain composure, confidence, and executive presence while leading intense, real-time crisis calls with senior client leaders and internal stakeholders.
• Exceptional executive communication and influencing skills; the ability to articulate clear, organized recovery plans and technical risk to both technical and non-technical audiences.
• Proven track record of success in developing, implementing, and refining incident management and escalation processes.
• Strong technical acumen—comfortable discussing complex API integrations, data flows, systems architecture, and conversational AI model training with customer technical teams.
• Proficiency with support systems and tools such as Zendesk, Datadog, or similar incident monitoring and ticketing platforms.
• Bachelor's degree in Business, Computer Science, or a related field; MBA or advanced degree is a plus.

Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.