Remote Incident Command Lead

Nexcess; United States; Hybrid; USD 120,000 - 140,000; Full time

Job summary

Liquid Web Inc. is seeking an experienced Security Incident Manager to lead and coordinate the organization’s incident management program across infrastructure and platforms.

The role serves as central incident command during outages and high-severity events, driving communication, governance, and continuous improvement. The ideal candidate will guide cross-functional teams, manage escalations, and produce operational reporting while improving incident response maturity and governance.

Qualifications

• 4+ years of IT/infrastructure operations experience.
• Bachelor's degree or equivalent practical experience.
• Experience coordinating or leading incident response activities.
• Strong understanding of incident management processes and governance.
• Experience managing escalations and cross-functional teams.
• Excellent written and verbal communication skills.
• Ability to stay composed under pressure.
• Experience producing operational reporting and trend analysis.
• Experience facilitating post-mortem reviews and action tracking.
• Ability to exercise independent judgment during incidents.

Responsibilities

• Lead and coordinate operational incident response activities for infrastructure, platform, hosting, and customer-impacting events.
• Serve as Incident Commander or facilitate incident coordination during high-severity operational events.
• Ensure incident response processes are consistently followed including identification, escalation, engagement, assessment, resolution, communication, and post-mortem review.
• Coordinate cross-functional technical teams during active incidents to ensure timely restoration of services.
• Facilitate operational bridge calls, escalation management, stakeholder coordination, and incident tracking activities.
• Ensure appropriate internal and customer-facing communications are delivered during operational incidents and maintenance events.
• Monitor active incidents to ensure accountability, urgency, and proper escalation procedures are maintained.
• Assist with after-hours escalation coordination as necessary during major operational events.
• Facilitate Incident Outcomes and Action Review (IOAR) meetings and post-mortem reviews.
• Track corrective and preventative action items through completion to reduce repeat incidents and operational risk.
• Analyze operational incidents, outages, and trends to identify recurring failures and improvement opportunities.
• Develop and maintain incident response documentation, operational procedures, escalation workflows, and governance standards.
• Produce monthly reporting related to incidents, service disruptions, response metrics, and operational trends.
• Partner with operational leadership to improve incident response maturity, communication standards, and organizational accountability.
• Assist in the development and improvement of operational governance processes related to incident management and operational readiness.
• Partner cross-functionally with Infrastructure, Platform Engineering, Security, Support, Compliance, and Leadership teams.
• Communicate effectively with both technical and non-technical stakeholders during high-pressure operational events.
• Promote operational transparency, accountability, and process adherence across teams.
• Assist with reinforcing best practices related to incident handling, escalation management, and operational communication.
• Additional duties as assigned

Skills

Incident management

Cross-functional coordination

Communication

Organizational skills

Problem-solving

Time management

Education

Bachelor's degree or equivalent

Job description

Liquid Web Inc. is seeking an experienced Security Incident Manager to lead and coordinate the organization’s incident management program across infrastructure and platforms.

The role serves as central incident command during outages and high-severity events, driving communication, governance, and continuous improvement. The ideal candidate will guide cross-functional teams, manage escalations, and produce operational reporting while improving incident response maturity and governance.