Senior Incident Leader – 24/7 Enterprise Response

System One; Knoxville (TN); On-site; USD 110,000 - 160,000; Full time

Job summary

System One seeks a Senior Incident Manager to lead the response and resolution of high impact technology incidents in a 24x7 enterprise command center. You will guide cross-functional teams across AWS, networks, and Unix/Linux, ensuring timely resolution and clear stakeholder updates.

The role emphasizes leadership in incident bridges, risk assessment, and post-incident reviews, rather than implementing fixes directly, with close executive communication during critical events.

Qualifications

• 5+ years of Major Incident Management / Enterprise Incident Management experience.
• Experience leading high severity incident bridges or enterprise command center calls.
• Strong understanding of enterprise networking and infrastructure; AWS knowledge; Unix/Linux expertise.
• Excellent executive level verbal and written communication skills.

Responsibilities

• Lead major enterprise incidents from initial identification through mitigation, recovery, and closure.
• Manage business impacting incidents involving applications, AWS/cloud services, networks, and enterprise infrastructure.
• Lead incident bridges that may include 50–100 technical participants, stakeholders, and senior leaders.
• Perform technical and business impact triage and establish clear incident priorities.
• Coordinate application, infrastructure, network, cloud, Unix/Linux, and other SME teams during incident response.
• Use AWS and non AWS monitoring tools to gather evidence and support technical investigation.
• Trace transactions, dependencies, and system to system communication across enterprise environments.
• Assess technical risk, business impact, mitigation options, and recovery status.
• Recommend mitigation and remediation actions to the responsible engineering teams.
• Ensure incidents progress within applicable enterprise SLAs.
• Maintain clear, concise communication with technical teams, business stakeholders, and senior leadership.
• Support root cause analysis, lessons learned, and continuous improvement activities following major incidents.
• Maintain focus, accountability, and effective decision making throughout high pressure incidents.

Skills

Major Incident Management

Incident Bridges leadership

Executive communication

Cross-functional coordination

Unix/Linux knowledge

Education

Bachelor's degree in Computer Science, Information Systems, Engineering, or a related technical field

Tools

AWS monitoring tools

Job description

System One seeks a Senior Incident Manager to lead the response and resolution of high impact technology incidents in a 24x7 enterprise command center. You will guide cross-functional teams across AWS, networks, and Unix/Linux, ensuring timely resolution and clear stakeholder updates.

The role emphasizes leadership in incident bridges, risk assessment, and post-incident reviews, rather than implementing fixes directly, with close executive communication during critical events.