Sitecore · 1 day ago
Senior Incident Manager
Manchester, NH
Full-time
Onsite
Mid, Senior Level
$110K/yr - $145K/yr
5+ years expSitecore is a leading provider of digital experience software, empowering brands to build lifelong relationships with their customers. They are seeking a Senior Incident Manager to oversee high-severity incidents, ensuring rapid restoration of services while maintaining clear communication and stakeholder management during critical situations.
AnalyticsContent MarketingCustomer ServiceE-CommerceEmail MarketingInternetSoftwareWeb Development
Responsibilities
Lead all Major Incidents from detection to closure, ensuring rapid restoration of service per ITIL best practices
Instantly mobilise the right engineers, architects, product SMEs, SREs, and Support teams
Take full command of the situation — establish roles, define next actions, set timelines, and maintain tight control throughout the incident lifecycle
Drive the incident toward rapid resolution while safeguarding quality, stability, and customer confidence
Ensure all incidents follow defined workflows, escalations, documentation standards, and communication paths
Facilitate effective communication and information flow during incident resolution — clear, calm, structured, and reassuring
Foster a culture of urgency, ownership, and accountability
Deliver concise updates on impact, root cause hypotheses, ETA for next steps, and timelines for service restoration
Prepare and deliver executive-ready summaries for internal leadership (including CXO/GM/SVP levels)
Communicate externally by updating Sitecore Status page and customers in partnership with Support and Customer Success, ensuring all messaging is timely, accurate, empathetic, and aligned
Lead post-incident reviews (PIRs) and drive systemic improvements in collaboration with Engineering, Saas Operations, and Support
Develop and refine customer-facing RCAs, ensuring high-quality documents meet Sitecore standards: clear, data-driven, actionable
Track corrective actions to completion, ensuring lessons learned are embedded into processes, monitoring, SLIs/SLOs, and runbooks
Partner with Saas Operations, Support and Engineering to reduce recurrence of issues
Maintain detailed internal documentation of incidents, resolutions, and post-mortem analyses
Champion monitoring improvements, noise reduction, alert tuning, and reliability engineering principles
Generate internal reports on incident trends, resolution times, and the effectiveness of our incident management processes. Provide insights into systemic trends and opportunities for proactive prevention
Take ownership of our internal incident management process, making necessary updates and adjustments to align with our organizational goals
Maintain and constantly refine 'expert rosters,' escalation matrices, and OOH contacts across all global teams (Engineering, Cloud Ops, Support, Customer Success)
Qualification
Required
5–10+ years in Incident Management, SRE, Operations, Support, or Engineering in a complex enterprise or SaaS environment
Deep understanding of ITIL Incident Management principles, especially: restoration of normal service as quickly as possible, minimising impact to business operations, structured incident lifecycle management, precise communication and escalation paths
Strong technical literacy across cloud engineering, SaaS platforms, monitoring, DevOps, and integrations
Exceptional communicator with a calming presence — able to cut through noise and keep large groups aligned on a single plan of action
Highly authoritative during crises, without ego — someone who naturally takes control and inspires confidence
Ability to simplify highly technical problems into business-meaningful language
Demonstrated resilience and composure under pressure, especially when stakes are high and time is short
Preferred
Customer-obsessed — sees beyond the symptom to the business impact
Tenacious and unflappable — thrives when others panic
Hyper-organised and disciplined in follow-through
Drives urgency in others without creating chaos
Collaborative but firm — able to hold teams accountable to timelines
Naturally builds networks and knows who to call at any moment
Benefits
10% bonus structure
Company
Sitecore
Sitecore is a customer experience management company that provides multichannel marketing automation software and web content management.
1001-5000 employees
H1B Sponsorship
Sitecore has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (4)
2023 (6)
2022 (2)
2021 (5)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$1.2BKey Investors
EQTTCV
2021-01-19Private Equity· $1.2B
2016-07-01Undisclosed
2016-04-01Acquired
Leadership Team
Eric Stine
Chief Executive Officer
Lars Nielsen
Co-Founder & Shareholder
Recent News
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2025-11-07
Company data provided by crunchbase