Ops Manager, Incident Management

IDR, Inc.; Brentwood (TN); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, Vision, Dental

Employee Stock Ownership Program

Competitive compensation

Job summary

IDR, Inc. is seeking an Ops Manager, Incident Management to join our Brentwood, TN team. You will own incident intake and triage, create actionable tickets, and coordinate with IT/engineering partners to drive resolution during outages.

This role emphasizes clear updates and collaboration across product, technology, and customer support to protect and improve customer experience. You will analyze incident trends, contribute to root-cause analysis, and support continuous improvement and readiness

Qualifications

• 5+ years in digital operations or incident management.
• Experience translating business impact into actionable tickets for technical teams.
• Strong written and verbal communication during active incidents.

Responsibilities

• Own incident intake and triage, gathering key details and validating impact.
• Create clear, actionable tickets and coordinate with IT/engineering partners through resolution.
• Drive timely escalations, status updates, and stakeholder communication during active incidents.
• Identify trends and recurring issues, contributing to root-cause analysis.
• Support process improvements, reporting, and readiness for releases and high-impact events.
• Collaborate across product, technology, and customer support teams to drive resolution

Skills

Incident management

Cross-team coordination

Strong communication

Tools

Excel

Job description

IDR is seeking a Ops Manager, Incident Management to join one of our top clients for an opportunity in Brentwood, Tennessee. In this role, you'll help protect and improve the digital customer experience by managing incident intake, investigation, escalation, and resolution across cross-functional teams. You'll be part of a fast-moving digital organization in a large, customer-facing retail/eCommerce environment focused on operational excellence and reliability.

Position Overview for the Ops Manager, Incident Management:

• Own incident intake and triage, gathering key details and validating impact to customers and the business
• Create clear, actionable tickets and coordinate with IT/engineering partners through resolution
• Drive timely escalations, status updates, and stakeholder communication during active incidents
• Identify trends and recurring issues, contributing to root-cause analysis and continuous improvement
• Support process improvements, reporting, and operational readiness for releases and high-impact events

Requirements for the Ops Manager, Incident Management:

• 5+ years of experience in digital operations, incident management, service desk, or customer escalation/support environments
• Proven ability to investigate issues, document findings clearly, and translate business impact into actionable tickets for technical teams
• Strong communication skills, including the ability to provide calm, concise updates during active incidents
• Experience coordinating across multiple teams (e.g., product, technology, customer support, marketing/merchandising) to drive resolution
• Comfortable working with reporting/metrics and standard office tools (especially Excel) to track operational health and trends

What's in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success.
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing Client and Talent Award winner 12 years in a row.