Ops Manager, Incident Management — Lead Digital Incidents

IDR, Inc.; Brentwood (TN); Presencial; USD 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, Vision, Dental

Employee Stock Ownership Program

Competitive compensation

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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

Conocimientos

Incident management

Cross-team coordination

Strong communication

Herramientas

Excel

Descripción del empleo

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