Technical Incident Manager, Tier 3

2 hours, 32 minutes ago
Senior
Project and Program Management
M3

M3

M3 provides award-winning hotel accounting software specifically designed for the hospitality industry, offering a comprehensive suite of tools for financial management, operations reporting, and labor management to over 9,000 entities.

Internet Software & Services
251-1K
Founded 1998

Description

  • Serve as the central point of coordination for major incidents, ensuring they are triaged, classified, and routed to the correct team.
  • Validate incident severity levels and adjust priorities based on business impact, customer impact, and urgency.
  • Act as Incident Commander for P1/P2 events and drive resolution timelines, ownership, and communication.
  • Lead real-time communication across support, engineering, product, cloud/infrastructure, and leadership during incidents.
  • Facilitate root cause analysis sessions and ensure technical validation, reproduction results, and defect details are captured.
  • Track corrective actions and post-incident follow-up through closure with engineering, product, and operations.
  • Maintain and improve incident management workflows, escalation paths, communication templates, and runbooks.
  • Coordinate emergency changes, hotfixes, and rollbacks during active incidents while following change control processes.
  • Own incident metrics and reporting, including MTTA, MTTR, recurrence, frequency, and SLA compliance.
  • Coordinate security-related incident response in partnership with the Security team, including classification, containment, and evidence preservation.

Requirements

  • 5+ years of experience in IT operations, Technical Support, Service Desk, NOC, SRE coordination, or a similar role.
  • Bachelor’s degree in information technology, Computer Science, or a related field preferred, or 5+ years of directly relevant experience in lieu of a degree.
  • Experience managing or coordinating production incidents in a SaaS or enterprise technical environment.
  • Exposure to cloud environments, with Azure preferred.
  • Familiarity with ITIL Incident and Problem Management frameworks preferred.
  • Proficiency with incident management and ticketing platforms is required.
  • Experience with incident.io, Azure DevOps, and Salesforce Service Cloud is strongly preferred.
  • Familiarity with observability and monitoring tools such as Azure Monitor or Application Insights is a plus.
  • Experience working with support tiers and escalation models from Tier 1 through Tier 3.
  • Strong communication, facilitation, cross-functional coordination, analytical, and problem-solving skills.
  • Ability to manage high-pressure situations and drive rapid consensus among technical teams.
  • Availability for an on-call rotation for P1/P2 incidents, including evenings, weekends, and holidays.

Interested in this position?

Apply directly on the company website

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