Ohm Systems, Inc

Compensation

Full Description

Position Summary • The Manager, Incident Management & Operational Readiness is responsible for leading the end-to-end operational response and service stability framework across the Reliability Engineering & Operations organization. • This role drives major incident execution, executive communications, and operational governance while advancing service maturity, reliability, and readiness. • As the central point of coordination during critical service events, this leader ensures rapid restoration, transparent stakeholder communication, and disciplined root cause management. • The role also partners closely with SRE, Production Support, and Service Delivery teams to strengthen operational processes, improve service performance, and reduce recurring incidents. Role Major Incident Leadership • Lead and coordinate Major Incident (Sev1/Sev2) response, including command of incident bridge calls and cross-team mobilization. • Drive timely service restoration with a bias toward action and clear accountability. • Ensure proper escalation, communication flow, and stakeholder alignment during high-impact events. Executive & Stakeholder Communications • Deliver clear, concise, and timely updates to executive leadership and business stakeholders. • Develop and standardize communication templates and reporting practices across incident lifecycles. • Serve as the primary operational communications lead during critical incidents and service disruptions. Incident & Problem Management Governance • Establish, govern, and continuously improve Incident, Problem, and Request Management processes aligned to ITIL principles. • Facilitate governance forums including Incident Reviews, Problem Review Board (PRB), and RCA sessions. • Ensure adherence to service management standards, SLAs, and operational policies. Root Cause Analysis (RCA) & Problem Management • Lead post-incident reviews and enforce high-quality root cause analysis practices. • Track corrective and preventive actions through closure with clear ownership and accountability. • Analyze trends to proactively identify systemic issues and eliminate recurring incident patterns. Operational Readiness & Service Excellence • Partner with SRE and Production Support Engineering to improve operational maturity and resilience. • Drive runbook development, operational preparedness, and readiness reviews for new and existing services. • Conduct workshops to reinforce process understanding, SLA accountability, and operational consistency. Metrics, Reporting & Continuous Improvement • Develop and maintain dashboards tracking MTTR, incident volume, SLA compliance, and operational KPIs. • Compile, analyze, and present service performance metrics to leadership and stakeholders. • Identify process gaps and lead continuous improvement initiatives to enhance service reliability and efficiency. Service Delivery & Process Oversight • Monitor incident, problem, change, and request lifecycle metrics (including aging and SLA adherence). • Collaborate with Service Delivery Managers to ensure accurate SLA reporting and proactive performance management. • Act as a subject matter expert for service management processes, tools, and standards. Success Measures • Measurable reduction in MTTR and improved service restoration outcomes. • 100% completion and quality compliance of Sev1/Sev2 RCAs. • Reduction in repeat incidents and improved problem resolution effectiveness. • Increased stakeholder satisfaction with incident handling and communication. • Demonstrated improvement in SLA compliance and operational maturity. Required Qualifications • 5+ years of experience in Incident Management, IT Operations, Service Management, or related discipline. • Proven experience leading major incident response and facilitating executive-level communications. • Strong working knowledge of ITIL (v4 preferred) frameworks and service management processes. • Hands-on experience with ServiceNow (incident, problem, and reporting modules). • Experience with operational metrics, reporting, and data analysis (SQL/reporting tools preferred). Technical & Professional Skills • Strong understanding of Incident, Problem, Change, and SLA Management practices. • Advanced reporting and analytical skills with the ability to interpret operational data and trends. • Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word) and reporting tools. • Ability to develop, document, and standardize processes and procedures. • Solid understanding of service delivery models and customer support operations. Leadership Characteristics • Calm, decisive, and highly effective under pressure. • Strong facilitator with executive presence and the ability to influence across all levels. • Ownership mindset with a bias toward action and results. • Customer-focused with a strong commitment to service excellence. • Continuous improvement mindset with the ability to identify and drive meaningful change. Additional Expectations • Applies independent judgment and decision-making in high-impact operational scenarios. • Identifies process gaps and drives solutions to moderately complex operational challenges. • Participates in and leads process improvement initiatives and operational projects. • Builds strong partnerships across engineering, operations, and business teams. • Acts as a trusted advisor on service management practices and operational readiness.