Sr. Incident Manager

DoubleVerify; Northern, New York (KY, NY); Hybrid; USD 140,000 - 200,000; Full time

Job summary

DoubleVerify is seeking a Sr. Incident Manager to own the end-to-end Major Incident Management program.

You will lead the incident lifecycle—from detection and technical mitigation through business impact assessment, stakeholder communication, and post-incident improvement—ensuring rapid, coordinated response across Engineering, Product, Commercial, and Executive teams. This role requires deep technical acumen in distributed systems on cloud platforms, strong executive communication, and a

Qualifications

• 7+ years in technical operations, site reliability engineering, DevOps, or incident management.
• 3+ years in a program management or incident command capacity, with direct experience leading technical incident response.
• Proven track record of managing Sev1/Sev2 incidents in high-availability, customer-facing SaaS or AdTech environments.

Responsibilities

• Incident Command: lead technical and corporate response to major incidents.
• Stakeholder orchestration: mobilize cross-functional teams based on severity and impact.
• Real-time decision making: classify severity and coordinate remediation efforts.
• Communication leadership: provide timely updates to internal stakeholders and executives.

Skills

Incident management

Cross-functional coordination

Executive communication

Crisis management

SRE/DevOps knowledge

Tools

Nagios

Prometheus

Grafana

Datadog

PagerDuty

Job description

## Sr. Incident ManagerApply: Hybrid: NYC Global HQ: Full time: Posted 17 Days Ago: JR00000763The Sr. Incident Manager serves as the strategic and operational leader for DoubleVerify's Major Incident Management program. This role owns the end-to-end incident lifecycle—from detection and technical mitigation through business impact assessment, stakeholder communication, and post-incident improvement. The position requires both deep technical acumen and strong business judgment to minimize customer impact, protect revenue, and ensure rapid, coordinated response across Engineering, Product, Commercial, and Executive teams. This is an individual contributor role focused on incident command and program excellence.## Key Responsibilities### Incident Response & Coordination* **Incident Command**: Lead technical and corporate response to Sev1/Sev2/Sev3 incidents, serving as single point of accountability during major disruptions* **Stakeholder Orchestration**: Mobilize cross-functional teams (Engineering, Product, Commercial, QA, TechOps) based on incident severity and business impact using established RACI frameworks* **Real-Time Decision Making**: Make rapid severity classification decisions, approve escalations, and coordinate technical remediation efforts to restore service* **Communication Leadership**: Drive timely, accurate updates to internal stakeholders and executives; coordinate external client/partner communications when business impact warrants### Process Ownership & Continuous Improvement* **Program Management**: Own and evolve the Major Incident Management (MIM) process, ensuring adherence to defined standards, SLAs, and escalation procedures across all product lines* **Metrics & Analytics**: Track, analyze, and report on incident trends, MTTR, recurring issues, and process effectiveness; present quarterly insights to leadership* **Retrospective Leadership**: Facilitate post-incident reviews within 48 hours of resolution, driving accountability for action items and lessons learned* **Documentation & Training**: Maintain runbooks, response playbooks, and communication templates; train incident managers and technical leads on MIM best practices### Business Impact Management* **Impact Analysis Oversight**: Partner with TechOps, Product, and Commercial teams to assess customer, revenue, and reputational impact* **Risk Assessment**: Translate technical incidents into business language for executive stakeholders; recommend actions based on exposure, financial impact, and client churn risk* **Client Communication Strategy**: Determine when external communication is required; collaborate with SSO, Product Marketing, and Legal to draft and approve client-facing messaging* **Billing & Revenue Protection**: Work with Commercial and Billing leads to quantify financial impact and coordinate credit/refund decisions when revenue is affected### Strategic Initiatives* **Automation & Tooling**: Drive adoption of AI-powered incident automation, including auto-triage, impact analysis tools, and intelligent alerting* **SLO Framework Integration**: Partner with SRE teams to align incident response with Service Level Objectives and error budget policies* **Problem Management Partnership**: Collaborate with QA and Problem Management teams to identify systemic issues and drive preventative fixes* **Vendor & Partner Coordination**: Manage incident communication protocols with key partners (e.g., Amazon, TikTok, YouTube) to ensure rapid escalation and resolution## Required Qualifications### Experience* **7+ years** in technical operations, site reliability engineering, DevOps, or incident management roles* **3+ years** in a program management or incident command capacity, with direct experience leading technical incident response* **Proven track record** of managing Sev1/Sev2 incidents in high-availability, customer-facing SaaS or AdTech environments* **Experience** coordinating cross-functional response teams during business-critical outages### Technical Expertise* **Deep understanding** of distributed systems, cloud infrastructure (GCP, AWS), and modern application architectures* **Proficiency** with monitoring and observability tools (Nagios, Prometheus, Grafana, Datadog, PagerDuty)* **Familiarity** with SQL, log analysis, and data integrity validation techniques* **Knowledge** of ITIL, SRE principles, SLO/SLI frameworks, and incident response best practices### Business & Communication Skills* **Executive communication**: Ability to brief C-level stakeholders during incidents, translating technical issues into business impact and risk exposure* **Crisis management**: Calm under pressure, with strong decision-making skills in ambiguous, high-stakes situations* **Stakeholder management**: Experience working with Product, Commercial, Legal, and Marketing teams to coordinate client/partner communications* **Documentation & presentation**: Strong written and verbal communication skills; ability to create clear, concise executive summaries and retrospectives### Leadership & Collaboration* **Cross-functional influence**: Proven ability to drive alignment across Engineering, Product, and Business teams without direct reporting authority* **Process optimization**: Track record of improving incident response processes through automation, metrics, and continuous improvement* **Cultural awareness**: Ability to work effectively with globally distributed teams across multiple time zones* **Executive presence**: Serve as trusted advisor to VP and SVP-level stakeholders during critical incidents; translate technical complexity into actionable business insights## Preferred Qualifications* **ITIL Foundation or Practitioner certification*** **Experience with AI-driven operations tools** (Glean, ChatOps, automated runbook execution)* **Background in AdTech, digital media, or data-intensive platforms*** **Familiarity with SOC 2, ISO 27001, or other compliance frameworks*** **Experience building and scaling incident management programs from the ground up**