Major Incident Manager — Incident Command & Resilience Lead

TikTok USDS Joint Venture; Seattle (WA); On-site; USD 130,000 - 246,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) match

Paid parental leave

Disability coverage

Wellbeing benefits

Paid holidays

Job summary

TikTok USDS Joint Venture LLC is seeking a Major Incident Manager to lead high-severity incident response and coordinate cross-functional teams across SRE, Infrastructure, and Platform. You will drive rapid restoration, craft stakeholder communications, and enable blameless post-mortems with actionable remediation.

Join a security-focused organization protecting U.S. user data, with responsibilities spanning dashboards, automation, and escalation processes to continuously improve reliability and

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
• 4+ years of Incident Management, Production Support, or SRE/Operations in large-scale SaaS or cloud environments.
• Experience with cloud providers (AWS, GCP, Azure) and modern infra architectures (microservices, Kubernetes).
• Experience configuring/optimizing alerts and monitoring templates with Grafana, Splunk, Prometheus, or New Relic.
• Ability to write scripts (Bash/Python) or use low-code tools to automate tasks and alerts.
• Excellent written and verbal communication translating technical issues to business impact.
• Strong knowledge of ITIL incident management or modern DevOps/SRE practices.

Responsibilities

• Lead end-to-end response for high-severity incidents and coordinate cross-functional teams.
• Craft clear, timely updates to stakeholders, executives, and customer-facing teams.
• Facilitate blameless post-mortems with root-cause analysis and actionable follow-ups.
• Create real-time dashboards showing system health, incident trends, and reliability metrics.
• Analyze incident data to identify trends and drive reduction in MTTD/MTTR.
• Manage and optimize incident management rotations, playbooks, and escalation paths.
• Refine alert thresholds with SRE and development teams to reduce alert fatigue.
• Design and build automated incident workflows and notification pipelines.
• Provide on-call support within a 24x5x365 schedule, Sunday-Thursday 5 PM-2 AM PT.

Skills

Incident management

Cloud concepts

Alerts & monitoring

Scripting

ITIL / DevOps

Communication

Post-mortems

Automation

Dashboards

Education

Bachelor’s degree in CS/IT or related field

Tools

Grafana

Splunk

Prometheus

New Relic

PagerDuty

Opsgenie

JIRA Service Management

Tableau

Job description

TikTok USDS Joint Venture LLC is seeking a Major Incident Manager to lead high-severity incident response and coordinate cross-functional teams across SRE, Infrastructure, and Platform. You will drive rapid restoration, craft stakeholder communications, and enable blameless post-mortems with actionable remediation.

Join a security-focused organization protecting U.S. user data, with responsibilities spanning dashboards, automation, and escalation processes to continuously improve reliability and