Lead coordination of critical incidents across Product and Technology, ensuring effective triage, escalation, and communication to restore services in alignment with severity models and response expectations.
Manage end-to-end incident workflows from intake through resolution, including security risk assessment, cross-team coordination, and escalation to Security when needed.
Facilitate post-incident reviews and root cause analyses (RCAs), documenting findings, tracking action items, and addressing recurring or systemic issues to reduce incident recurrence.
Serve as the central operational point during high-priority incidents, maintaining situational awareness and providing clear updates to technical teams, business stakeholders, and leadership.
Maintain and improve incident response processes, tooling, dashboards, and documentation to support consistent execution, operational readiness, and team onboarding.
Partner with Product, Engineering, SRE, Security, and Product Operations leadership to strengthen operational resilience, reliability, and continuous improvement.
Participate in on-call incident response coverage and other duties as assigned.

Requirements

Bachelor’s degree in Business, Product Management, Operations, Technology, or equivalent practical work experience
Agile or PMP certification preferred
5–8+ years of experience in product operations, technology operations, delivery operations, engineering operations, or a closely related role
Proven experience operating in cross-functional SaaS environments, partnering with Product, Engineering, SRE, Security, Support, and other technical teams
Demonstrated experience coordinating incident response and working directly with technical teams, with strong understanding of production incidents and operational failure modes
Experience operating in agile delivery environments; prior experience as a Product Owner, Technical Program Manager, Engineering Operations, or similar role preferred
Demonstrated ability to execute and reinforce operational processes and drive disciplined follow-through in time-sensitive situations
Strong critical thinking and problem-solving skills, with the ability to assess risk, synthesize information quickly, and recommend appropriate actions under pressure
Strong written and verbal communication skills, including experience communicating clearly with senior leaders during incidents
Ability to work independently and collaboratively in fast-paced, high-ambiguity environments
Direct experience supporting Atlassian tools including Jira, Jira Product Discovery, and Confluence; experience with incident management, monitoring, or analytics tools preferred
Strong proficiency with project management and data analysis tools
Advanced proficiency with Microsoft PowerPoint and Excel for operational reporting and executive-ready communication.

Benefits

Comprehensive health insurance
Dental insurance
Vision insurance
Flexible Time Off
401(k) plan

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

incident responsesecurity risk assessmentroot cause analysisagile deliveryproject managementdata analysisoperational processesproduction incidentsoperational failure modescontinuous improvement

Soft Skills

critical thinkingproblem-solvingcommunicationcollaborationindependencesituational awarenessleadershiptime managementdisciplineadaptability

Certifications

Bachelor's degreeAgile certificationPMP certification