Major Incident Manager

Optomi; United States; Remote; USD 150,000 - 210,000; Full time

Job summary

Optomi seeks an experienced Incident Commander to lead critical operations in a high-performance computing data center environment. The role oversees P1/P2 incidents, outages, and service degradation across HPC infrastructure and customer-facing production systems.

Strong SRE and ITIL foundations are essential, with experience in AI/GPU infrastructure and large-scale compute. The ideal candidate will coordinate cross-functional teams, drive rapid incident resolution, and communicate effectively

Qualifications

• 5+ years of experience in Incident Management, Major Incident Management, SRE, Reliability Operations, Production Operations, NOC/IOC Operations, or similar environments.
• Experience leading high-severity incident response in enterprise-scale, highly available production environments.
• SRE experience supporting large-scale infrastructure, cloud platforms, HPC, or production services.
• Experience with AI/GPU infrastructure, accelerator-based compute, GPU clusters, AI training or inference platforms, or HPC data centers.
• Strong understanding of ITIL Incident Management principles and operational governance.
• Experience coordinating cross-functional technical teams during critical events without direct management authority.
• Familiarity with Service Configuration Management (CMDB) concepts and service dependency mapping.
• Experience supporting operational automation, orchestration, and continuous improvement.
• Hands‑on experience with Jira Service Management or a comparable ITSM platform.
• Strong analytical, organizational, and decision‑making skills in fast‑paced operational environments.
• Excellent verbal and written communication skills, including the ability to engage technical teams and executive stakeholders.

Responsibilities

• Serve as Incident Commander and operational lead during P1/P2 incidents, major outages, and critical service degradation events.
• Lead structured incident bridges and coordinate cross-functional technical teams through investigation, mitigation, and recovery.
• Monitor major incident queues, escalations, and operational priorities.
• Drive rapid Mean Time to Know (MTTK), service impact assessments, and restoration activities.
• Coordinate recovery validation and confirm service stability before incident closure.
• Own executive communications during high-severity incidents, providing clear, concise, business-focused updates.
• Partner with Problem Management, Change Enablement, SRE, Infrastructure Operations, and Production Engineering teams.
• Facilitate blameless post-incident reviews focused on learning and continuous improvement.
• Use observability, monitoring, and telemetry platforms to improve incident detection, triage, and response.
• Identify opportunities to automate incident detection, escalation, communication, and workflow orchestration.
• Develop and maintain operational playbooks, communication templates, escalation procedures, and response workflows.
• Support operational governance, service dependency mapping, and incident management maturity.
• Apply SRE practices—including service-level objectives, reliability metrics, and error-budget concepts—to incident response and service restoration.

Skills

Incident management

SRE

NOC/IOC ops

cross-functional coordination

ITIL

Education

Bachelor’s degree in CS/IT/Data Science/Statistics or equivalent hands‑on experience

Tools

Jira Service Management

Job description

Incident Commander — HPC Data Center Operations

(100% Remote | Direct-Hire)

Optomi, in partnership with an AI cloud provider, is seeking a highly capable Incident Commander to lead critical operations support in a high-performance computing (HPC) data center environment. This role leads coordinated responses to high-severity incidents, major outages, and service degradation across HPC infrastructure and customer-facing production systems.

The Incident Commander is the operational authority during major incidents, driving rapid detection, coordinated technical response, executive communication, service restoration, and post-incident improvement. The ideal candidate combines strong incident leadership with a Site Reliability Engineering (SRE) background and experience supporting AI, GPU, or large-scale compute infrastructure.

Key Responsibilities:

• Serve as Incident Commander and operational lead during P1/P2 incidents, major outages, and critical service degradation events.
• Lead structured incident bridges and coordinate cross-functional technical teams through investigation, mitigation, and recovery.
• Monitor major incident queues, escalations, and operational priorities.
• Drive rapid Mean Time to Know (MTTK), service impact assessments, and restoration activities.
• Coordinate recovery validation and confirm service stability before incident closure.
• Own executive communications during high-severity incidents, providing clear, concise, business-focused updates.
• Partner with Problem Management, Change Enablement, SRE, Infrastructure Operations, and Production Engineering teams.
• Facilitate blameless post-incident reviews focused on learning and continuous improvement.
• Use observability, monitoring, and telemetry platforms to improve incident detection, triage, and response.
• Identify opportunities to automate incident detection, escalation, communication, and workflow orchestration.
• Develop and maintain operational playbooks, communication templates, escalation procedures, and response workflows.
• Support operational governance, service dependency mapping, and incident management maturity.
• Apply SRE practices—including service-level objectives, reliability metrics, and error-budget concepts—to incident response and service restoration.

Key Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Data Science, Statistics, or equivalent hands‑on experience.
• 5+ years of experience in Incident Management, Major Incident Management, SRE, Reliability Operations, Production Operations, NOC/IOC Operations, or similar environments.
• Proven experience leading high-severity incident response in enterprise-scale, highly available production environments.
• SRE experience supporting large-scale infrastructure, cloud platforms, HPC, or production services.
• Experience with AI/GPU infrastructure, accelerator-based compute, GPU clusters, AI training or inference platforms, or high-performance data centers.
• Strong understanding of ITIL Incident Management principles and operational governance.
• Experience coordinating cross-functional technical teams during critical events without direct management authority.
• Familiarity with Service Configuration Management (CMDB) concepts and service dependency mapping.
• Experience supporting operational automation, orchestration, and continuous improvement.
• Hands‑on experience with Jira Service Management or a comparable ITSM platform.
• Strong analytical, organizational, and decision‑making skills in fast‑paced operational environments.
• Excellent verbal and written communication skills, including the ability to engage technical teams and executive stakeholders.

Candidates should bring experience from organizations that build, operate, or depend on large-scale AI and high-performance computing infrastructure.

• AI accelerator, GPU, and semiconductor hardware companies
• GPU cloud providers and AI infrastructure platforms supporting model training and inference
• Hyperscalers and cloud providers operating large compute clusters
• AI model developers and research organizations with substantial compute needs
• Data center, HPC, and AI server operators
• Networking, power, and cooling providers supporting high-density data centers
• Direct experience with GPU cloud providers or AI data center operators is especially relevant, particularly where the role involved production reliability, incident response, or service restoration across large compute clusters.