Remote Incident & Problem Leader — 24/7 Ops & Equity Eligible

Hidden Jobs; United States; Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Fully remote in CZ/SK

Comprehensive benefits

Job summary

Hidden Jobs is seeking a Senior Incident and Problem Manager to take end-to-end ownership of incident management for an AI-driven personalization platform. The role blends live incident leadership with building a product-wide process and a new problem management practice.

You will own incident communications, run post-incident reviews, and drive corrective actions while establishing a robust problem management framework across the portfolio.

Qualifications

• Five or more years of incident management or SaaS operations experience.
• Proven ability to lead war rooms and incident bridges under pressure.
• Strong customer-facing communication and concise executive briefings.
• Hands-on ITSM and incident tooling experience (Jira, Zendesk, PagerDuty).
• Track record of building or maturing incident and problem management processes.
• Willingness to participate in 24/7 on-call rotation.

Responsibilities

• Own incident management end to end and lead live incidents as Incident Manager, including war-room leadership.
• Design and implement a unified incident process across the product portfolio.
• Own customer-facing incident communications, including status pages and executive briefings.
• Run post-incident reviews, document learnings, and drive actions to closure.
• Establish problem management from scratch, including root cause analysis and known-error database.
• Partner with Eng, CS, and Product; train teams and provide clear process guidance.
• Build product proficiency to lead incidents with strong product judgement.
• Track metrics like MTTR, repeat incidents, and SLA compliance for improvement.
• Operate daily in Jira, Zendesk, and PagerDuty; own the status page as truth source.
• Participate in a 24/7 on-call rotation.

Skills

Incident management

War room leadership

Executive communication

On-call ownership

Root cause analysis

Tools

Jira

Zendesk

PagerDuty

Job description

Hidden Jobs is seeking a Senior Incident and Problem Manager to take end-to-end ownership of incident management for an AI-driven personalization platform. The role blends live incident leadership with building a product-wide process and a new problem management practice.

You will own incident communications, run post-incident reviews, and drive corrective actions while establishing a robust problem management framework across the portfolio.