Incident Response Program Manager

Protect customers and the business Support timely containment of active or potential data exposure, gathering and validating facts needed to assess customer impact, affected data, impacted environments, geographic considerations, and potential harm. Coordinate with privacy, legal, security, engineering, business, and customer-facing stakeholders to evaluate regulatory, contractual, and notification

requirements. Help ensure that time-sensitive

requirements and internal service commitments are identified, tracked, escalated, and completed. Support specialized incidents involving delivery partners, restricted environments, government information, and other scenarios that require additional handling controls. Participate in a shared on-call rotation providing incident-response coverage. Coordinate across engineering and business teams to resolve dependencies and keep incidents progressing toward closure. Analyze operational data and case trends to identify opportunities to improve response quality, speed, consistency, and stakeholder experience. Contribute to incident-response metrics, dashboards, reporting, service reviews, and leadership updates. Develop and maintain runbooks, decision trees, escalation paths, templates, operating procedures, and readiness materials. Participate in post-incident reviews, tabletop exercises, and continuous-improvement activities. Support the controlled operation and continued improvement of AI solutions and related incident-response automations. Establish effective working relationships with security, privacy, legal, engineering, support, business, risk, compliance, and customer-facing teams. Facilitate structured discussions during high-pressure situations and drive stakeholders toward clear decisions and accountable actions. Operate effectively across global teams, cultures, organizations, and time zones. Handle sensitive and confidential incident information with appropriate discretion and care Bachelor's Degree AND 2+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience. 1+ year(s) of experience managing cross-functional and/or cross-team projects. The candidate is a hands-on incident responder and technical program manager who: * Is comfortable moving between detailed case execution and broader operational improvement. Communicates clearly with technical teams, legal and compliance partners, business leaders, and customer-facing stakeholders. Uses data and operational evidence to identify patterns and improve controls, processes, and readiness. Takes ownership and maintains high standards for quality, confidentiality, and auditability. Experience managing multiple workstreams, stakeholders, dependencies, risks, and deadlines in a complex environment. Ability to gather technical and business information, distinguish verified facts from assumptions, and translate findings into clear actions. Strong written and verbal communication skills, including the ability to document decisions, operational processes, and technical issues clearly. Ability to work through ambiguity, adjust priorities during active incidents, and maintain effective execution under time-sensitive conditions. Ability to participate in a shared on-call rotation, including support outside standard business hours when required. Experience coordinating incident triage, containment, investigation, remediation, evidence collection, or post-incident reviews. Familiarity with incident and case-management platforms such as ServiceNow, or comparable systems. Experience developing or improving operational procedures, runbooks, escalation paths, metrics, dashboards, and service-management processes. Experience partnering with engineering teams to manage defects, operational dependencies, production readiness, and automation. Familiarity with regulatory, contractual, customer-notification, or government-environment considerations affecting incident response. Has experience leading AI-powered transformation initiatives, including the implementation of agentic workflows, automation, and data-driven solutions at enterprise scale. Creates structure during ambiguous, fast-moving, and high-pressure situations.