Incident & Request Manager — Lead SRE & Incident Response

Jobs via Dice; Atlanta (GA); On-site; USD 100,000 - 130,000; Full time

Job summary

A leading technology firm is looking for an experienced Incident & Request Manager in Atlanta, GA. You will oversee incident management for non-production environments, ensuring swift resolution and efficient service requests. The ideal candidate has 8-10 years of experience in incident management and a deep understanding of ITIL processes. This is an onsite role with opportunities to lead and mentor a team of incident analysts.

Qualifications

• 8-10 years of experience in Incident Management, Service Operations, or SRE leadership.
• Experience managing Incident Analysts and SRE teams.
• Strong knowledge of AWS, Kubernetes, CI/CD pipelines, and observability tools.
• Deep understanding of ITIL Incident, Problem, and Request Management processes.
• Excellent crisis management, communication, and stakeholder engagement skills.

Responsibilities

• Lead the incident response and request management function for non-production environments.
• Ensure incidents are resolved quickly and requests are fulfilled efficiently.
• Manage and mentor Incident Analysts and SREs.
• Own the incident lifecycle: detection, triage, response, resolution, and closure.
• Track and improve incident SLAs.

Skills

Incident Management

Service Operations

SRE leadership

AWS

Kubernetes

CI/CD pipelines

Observability tools

Tools

Splunk

Prometheus

Grafana

Job description

A leading technology firm is looking for an experienced Incident & Request Manager in Atlanta, GA. You will oversee incident management for non-production environments, ensuring swift resolution and efficient service requests. The ideal candidate has 8-10 years of experience in incident management and a deep understanding of ITIL processes. This is an onsite role with opportunities to lead and mentor a team of incident analysts.