IFG - International Financial Group · 21 hours ago
Incident Manager
Redmond, WA
Contract
Hybrid
Mid Level
$35/hr - $37/hrIFG - International Financial Group is seeking an Incident Manager who will serve as the central coordination point for all L1/L2 escalations into Engineering. This role involves ensuring incidents are triaged quickly, assigned to the right owners, and driven to resolution within SLA, while maintaining clear communication throughout the process.
Staffing & Recruiting
Hiring Manager
Harshiv Mistry
Responsibilities
Act as the first engineering‑side owner for escalations coming from Tier 1 / Tier 2 Support
Validate completeness of case details before engaging engineering (logs, repro steps, screenshots, tenant info)
Classify incidents by severity (Sev1, SevA, CFL, SIE) and ensure proper process is followed
Ensure all escalations have active case numbers and are fully tracked through official systems (IcM/ADO)
Identify proper engineering owners, on‑call responders, or feature teams based on the issue type
Ensure correct escalation channels are used and prevent ad‑hoc or side‑channel routing
Track engineering acknowledgment and ensure SLA response times are met for high‑severity issues
Maintain a real‑time, single source‑of‑truth view of each active escalation
Drive momentum — ensure incidents never stall, escalate internally when traction is lacking
Coordinate structured update cadences (e.g., every 30–60 minutes for Sev1/CFL)
Monitor SLA clocks and collaborate proactively when risks appear
Ensure support, engineering, and account teams have consistent facts and coordinated messaging
Partner with Support & CXP PMs to ensure customers receive timely, accurate updates
Help prepare or review external communications when required for critical incidents
Manage end‑to‑end RCA requests for major incidents, ensuring correct template, completeness, clarity, and accuracy
Track all promised mitigation and prevention actions to closure
Qualification
Required
Act as the first engineering‑side owner for escalations coming from Tier 1 / Tier 2 Support
Validate completeness of case details before engaging engineering (logs, repro steps, screenshots, tenant info)
Classify incidents by severity (Sev1, SevA, CFL, SIE) and ensure proper process is followed
Ensure all escalations have active case numbers and are fully tracked through official systems (IcM/ADO)
Identify proper engineering owners, on‑call responders, or feature teams based on the issue type
Ensure correct escalation channels are used and prevent ad‑hoc or side‑channel routing
Track engineering acknowledgment and ensure SLA response times are met for high‑severity issues
Maintain a real‑time, single source‑of‑truth view of each active escalation
Drive momentum — ensure incidents never stall, escalate internally when traction is lacking
Coordinate structured update cadences (e.g., every 30–60 minutes for Sev1/CFL)
Monitor SLA clocks and collaborate proactively when risks appear
Ensure support, engineering, and account teams have consistent facts and coordinated messaging
Partner with Support & CXP PMs to ensure customers receive timely, accurate updates
Help prepare or review external communications when required for critical incidents
Manage end‑to‑end RCA requests for major incidents, ensuring correct template, completeness, clarity, and accuracy
Track all promised mitigation and prevention actions to closure
Ability to rapidly interpret incomplete signals, assess impact, classify severity, and determine the correct escalation path
Skill in orchestrating multiple engineering, support, and customer‑facing groups—ensuring momentum, preventing stalls, and maintaining alignment across channels
Ability to deliver crisp, factual, and timely updates to both technical and non‑technical stakeholders, including support engineers, PMs, account teams, and executives
Skilled at translating complex investigations into actionable, customer‑ready messaging
Preferred
2 days/week in‑office preferred; flexibility for exceptional candidates
Company
IFG - International Financial Group
IFG is a global professional services firm providing customized human capital solutions on a managed, outsourced, project, project-to-hire, contingent and retained full-time search basis.
Founded in 2003
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Joe T.
Managing Partner
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