Incident Response Center Lead

Oracle; Frankfort (KY); On-site; USD 73,000 - 166,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) Savings and Investment Plan w/

Paid time off

Employee Stock Purchase Plan

Parental leave

Job summary

Oracle is seeking an Incident Response Center Manager in the United States. You will lead shift operations, coordinate outages, and serve as the escalation point for complex incidents, guiding technical teams and leadership to restore service.

You will coach Incident Managers and Technical Leads, ensure clear incident documentation, and drive improvements in processes, tools, and automation across the organization.

Qualifications

• Experience leading incident response or operations teams.
• Strong communication and escalation skills.
• Ability to coach and develop Incident Managers and Technical Leads.
• Focus on incident documentation accuracy and timely updates.
• Experience coordinating cross-functional teams during outages.

Responsibilities

• Lead shift operations for the Incident Response Center, balancing staffing across incoming calls, active incidents, and urgent customer needs.
• Oversee the response to technology outages and service disruptions, ensuring clear ownership, timely escalation, and coordinated efforts to restore service.
• Serve as the escalation point for complex incidents, engaging technical specialists, support teams, and leadership as needed.
• Coach Incident Managers, Situation Managers, and Technical Leads on incident execution, communication, prioritization, and decision-making.
• Ensure accurate incident documentation, timely status updates, and clear handoffs between shifts.
• Monitor response times, incident progress, staffing coverage, and service quality; address performance gaps and operational blockers.
• Identify recurring issues and partner with technical teams to support corrective actions and reduce customer impact.
• Maintain procedures, training materials, and knowledge resources that strengthen team readiness and consistency.
• Drive improvements to incident response processes, tools, and automation.
• Manage team performance and development through feedback, goal setting, training, and participation in hiring and promotion decisions.

Skills

Incident management

Team leadership

Customer communication

Documentation quality

Job description

Oracle is seeking an Incident Response Center Manager in the United States. You will lead shift operations, coordinate outages, and serve as the escalation point for complex incidents, guiding technical teams and leadership to restore service.

You will coach Incident Managers and Technical Leads, ensure clear incident documentation, and drive improvements in processes, tools, and automation across the organization.